PSNA 2010 Service Information Guide 4-1-2010

Panasonic
System Networks Company of America
Section 1 Introduction Section 2 Responsibilities Section 3 Parts Support Section 4 Subassembly Exchanges Policy and Procedures Section 5 Subassemblies, ROMs Section 6 In-Warranty Repairs Section 7 Customer Support Section 8 Service Training Section 9 Key/National Account Program Section 10 PSNA Business Telephone Technical Support and Troubleshooting Section 11 PSNA Business Telephone Standard Warranty
Service Information Guide 2010

This Service Information Guide contains confidential and proprietary information of Panasonic System Networks Company of America (PSNA), a Unit of Panasonic Corporation of North America. This Guide may be used only to service the products listed herein and may not be copied nor distributed to any other parties without the prior written consent of PSNA and Panasonic Corporation of North America. The information and procedures in this guide are subject to change without notice. Copyright 2009, Panasonic Corporation of North America. All rights reserved. Please forward any corrections to pccna-svcbulletins@us.panasonic.com.
Updated 4/01/10
SIG 2010 Version 5.2
ii
Notes:
Updated 4/01/10
Introduction
1-1
Section 1
Introduction
Contents
About This Service Information Guide ........................................... 2 Who is PSNA Service?..................................................................... 3 Service Planning............................................................................... 3 Parts Planning .................................................................................. 3 Field Service Support....................................................................... 4
Dealer Visits................................................................................................ 4
Technical Support Hotline ............................................................... 5

Before Calling the Hotline ....................................................................... 5 Technical Support Hotline Call Routing 1-877-463-2895..................... 6 Call Routing Menu.................................................................................... 6
Network Support Group................................................................... 7

Network Services....................................................................................... 7 Non-Supported Operating Systems/Applications............................... 8
PSNA Service Contacts ................................................................... 9

Panasonic Service and Technology Company (PSTC) / National Parts Distribution Center (NPDC)............................................................ 9
Miscellaneous Numbers and Addresses........................................ 9 Distributor/Dealer DOA/Return Authorization ............................. 11

1. Refused Shipment by a Distributor................................................... 12 2. Refused Shipment by a Reseller, VAR or PIIV................................. 12 3. Distributor Concealed Damage ...................................................... 13 4. PIIV, Reseller, VAR Concealed Damage........................................ 13 5. Distributor Defective Machine ......................................................... 14
Updated 4/01/10
SIG 2010 - Version 5.2
1-2
Service Information Guide
About This Service Information Guide

This Service Information Guide provides the policies and procedures for Panasonic System Networks Company of America (PSNA), a Unit of Panasonic Corporation of North America (PNA) Service Department. It is suggested that all PSNA Authorized Dealers read this guide to become familiar with PSNA Service operating procedures. Please consult the contact information at the end of this section to notify us with any questions you may have.
Updated 4/01/10
Introduction
1-3
Who is PSNA Service?

Panasonic System Networks Company of America (PSNA) Service Division, a Unit of Panasonic Corporation of North America (PNA), is responsible for the service and support of the following Panasonic office product groups. Copiers/Multifunction Devices Panaboards Fax Machines Color Laser Printers Printers Scanners
PSNA Service is divided into smaller groups to better support and service the products purchased by PSNA Authorized Dealers. PSNA Service is departmentalized into the following groups. Service Planning Parts Planning Field Service Support Technical Support Hotline Network Support Service Training Panasonic Communication Repair Center (PCRC).
Service Planning
PSNA Service Planning group is responsible for such areas as Inter-department Coordination, Service Policies and Procedures, and Third Party Service Liaison. This department is also responsible for planning and executing the changes necessary for keeping the customer first.
Parts Planning
PSNA Service Parts Planning group is responsible for maintaining sufficient parts inventory levels for all PSNA products. The group coordinates with internal and overseas departments to ensure parts are in stock and ready for shipment to PSNA Authorized Dealers.
Updated 4/01/10
1-4
Field Service Support

PSNA Service maintains a staff of factory-trained Field Service Specialists. Each Field Service Specialist is available to provide on-site technical support or telephone assistance to any PSNA Authorized DEALER located in their coverage area. If you are a PSNA RESELLER, field support and telephone assistance is provided through your regional Distributor. Dealer Visits Field Service Specialists will visit all PSNA Authorized DEALER locations in their coverage area on a mutually convenient basis. The purpose of these visits is to ensure that the Dealer maintains at least the minimum standards established by PSNA in such areas as: Acceptable Premises & Facilities Spare Parts Inventory Required Tools and Test Equipment Technical Publications Proper Staffing Level Technical Training Customer Satisfaction On Site Update Seminars
Updated 4/01/10
Introduction
1-5
Technical Support Hotline

PSNA Technical Support Hotline provides support to all PSNA Authorized DEALERS between the hours of 9:00 AM to 5:00 PM Eastern Standard Time. Technical Support can be obtained by calling 1-877-463-2895 (Dealer Pin Number required). The Technical Support Hotline is an essential source of information for all trained DEALERS. It is critical that this support mechanism operates as efficiently as possible, so that we may provide rapid responses to all callers. Therefore, we ask for your cooperation in following a few guidelines to help us provide this service in the most timely and efficient manner possible. Standard procedures require that our Technical Support Specialists obtain specific information regarding each call, to aid in tracking machine problems and solutions.
1. Type of equipment, model number, serial number, and meter reading, if applicable. 2. Description of the customer's complaint. 3. A list of attempted repairs and the assemblies that were checked or replaced to correct the problem. 4. List all voltage meter readings or other measurements that you have taken.
Before Calling the Hotline

1. Only product trained personnel can call for assistance. 2. Attempt to repair the equipment before calling. 3. Request assistance from your Supervisor or a more experienced technician prior to calling the Hotline. 4. Check the knowledge base on TechLink for assistance. 5. Call from the customer site and ensure that you are equipped with all the necessary information, service manuals, schematics, tools and test equipment. 6. Please have the type of equipment, model number, serial number and meter reading, if applicable. 7. For assistance on network connected models, the following is required before calling: a. Site Survey Including all necessary network configuration information such as IP address information, DNS information, Server with service pack, Operating System with service pack, etc. i. How the firewall is configured on the Operating System. If using a 3rd party firewall, what type and version. ii. If an antivirus program is installed, what type and the version. b. Provide the indicated printout from the unit: Machine Setup, General Setting, Fax and User Parameters (Or the equivalents printout per the unit being worked on) c. Panasonic software (PDMS, DDS, Web Status Monitor, etc) and/or print drivers. i. Provide version of each part of the Panasonic software being used or installed. ii. Provide type and version of print driver being used or installed. d. Pentium laptop with Windows XP, 2000, 2003, or Vista (with a configured Ethernet card), a word processing program and a web browser loaded. e. Crossover cable and/or small hub/switch with patch cables.
If our Technical Support Specialists are unable to help you resolve the problem, they will arrange for a Field Support Specialist to contact you regarding problems with the product.
Updated 4/01/10
1-6
Technical Support Hotline Call Routing 1-877-463-2895 Upon calling our toll free Technical Support Hotline at 1-877-463-2895, you will be prompted for your Dealer Pin Number (a.k.a. Panasonic purchasing number). The call routing menu is structured in the following hierarchy Call Routing Menu 1 Product Technical Support
Sub-Menu Options 1 Multifunction 2 Fax 3 Copier 4 Color Copier 5 Color Laser Printer 6 Scanner 7 Panaboard
2 Network Technical Support 3 Service Training Registrar 4 TechLink Assistance
Updated 4/01/10
Introduction
1-7
Network Support Group

The Network Support Group is comprised of a team of certified network system specialists housed within a state-of-the-art network laboratory in Rolling Meadows, IL. Network Sales and Support services are available to all PSNA Authorized Dealers tollfree at 1-877-463-2895 with your pin number. Upon request, you may be required to supply the following selected printouts from the PSNA device: Status report and test page from the connected product Configuration pages, parameter lists and setup sheets from the product Configuration page from the color printer Network Services Support Services multilevel technical sales assistance, multilevel installation and troubleshooting hotline support, including on-site support (as required) and pre-sales sitesurvey evaluations. The Network Sales and Support Group provide support on the following Operating Systems. Windows 9X Windows ME Windows NT4 Windows XP Windows 2000 Windows 2003 Windows Vista Windows 2008 Windows 7 NetWare 3.2 NetWare 4.X NetWare 5.X NetWare 6.X Apple 8.6 and higher Unix System 4/5* Linux 6.X and higher AS/400
The Network Solutions Group provides support on the following Mail Services: Exchange 5.5 and up GroupWise 5.2 and up Lotus Notes R5 Sendmail M-daemon The Network Solutions Group provides support on most commercially available (off the shelf) application software.
Updated 4/01/10
1-8
Non-Supported Operating Systems/Applications DOS (OS) VAX (OS) Color PageMaker Custom applications will be evaluated on a case by case basis.
Updated 4/01/10
Introduction
1-9
PSNA Service Contacts

Phone/Email
PSNA Customer Support Group Manager Brian Sherman Distributor Contact/Hotline/Field Service East : NewWave Technologies, Inc South: Parrot Distributors West: NuWorld Panasonic Communications Repair Center (PCRC) Wesley Jones Parts Planning Joelle Sierchio Network Solutions Bob Waters
Fax
pccna_nsg@us.panasonic.com 1-847-637-4726
1-888-677-4888 1-423-892-1760 1-800-729-8320 x605 1-562-921-2256 X605
1-888-536-1339
1-770-904-8357
1-201-392-4404
1-201-392-6451
pccna_nsg@us.panasonic.com 1-847-637-4726
Panasonic Service and Technology Company (PSTC) / National Parts Distribution Center (NPDC)
Service Literature Distribution Center or Parts Department
1-800-833-9626 1-253-395-7343
1-800-237-9080 1-253-872-2100
Miscellaneous Numbers and Addresses

Updated 4/01/10 SIG 2010 - Version 5.2
1-10
PSNA Service Panasonic System Networks Company of America Three Panasonic Way, 2F-4 Secaucus, NJ 07094 E-mail Address: pddcsvctrain@us.panasonic.com Training Location All training is now by the E-Learning site. See Section 8 for details. National Parts Center Panasonic Service and Technology Company (PSTC) 20421 84th Avenue South, Kent, WA 98032 PSTC Parts Department Phone: 1-800-833-9626 or 1-253-395-7343 PSTC Parts Department Fax: 1-800-237-9080 or 1-253-872-2100 Panasonic Communications Repair Center Sub-Assembly Exchanges, Purchases, and Repairs Panasonic Communications Repair Center (PCRC) 415 Horizon Dr. Suite 350b Suwanee, GA 30024 1-888-536-1339 Defective Photoconductor Drums/Drum Recycling Information PSNA 2nd Inventory/Returns Warehouse 800 Bilter Rd Suite 150 Dock 53&54 Aurora, IL 60502
Updated 4/01/10
Introduction
1-11
Distributor/Dealer DOA/Return Authorization
In the event a machine needs to be returned to Panasonic by a Distributor, a Return Authorization (RA) must be generated. Once an RA is authorized, the machine is shipped to a Panasonic facility along with the necessary paperwork. Upon reception the machines condition will be inspected. If the machine passes inspection a credit will be posted to your account. If the machine does not pass inspection, your FSS will contact you and the machine will either be shipped back to you or disposed of at your cost. In the event a machine needs to be returned to a Distributor by a Reseller, VAR or PIIV, please contact your regional Distributor for Authorization. Once the return is authorized, the machine is shipped to a Panasonic facility along with the necessary paperwork. Upon reception the machines condition will be inspected. If the machine passes inspection a credit will be posted to your account. If the machine does not pass inspection, an FSS will contact you and the machine will either be shipped back to you or disposed of at your cost. Consumable items such as Drums, Drum units, Developer, Toner and cartridges that have been damaged during transit and have never been installed in a machine may be returned using the RA process. Once a consumable item is installed in a machine, it is considered used and can no longer be returned for credit using the RA process. There are several reasons why an RA is necessary and return procedures will vary slightly. Following these steps will ensure that you receive your credit in a timely manner; however the following items will cause your RA to be denied if machines are returned to Panasonic in the following condition. 1. Improper packing or shipping a machine back without a box causing unexpected damage to the machine. Machines should be returned in their original cartons with proper packing material. If original carton is not available another carton from the same model group may be used and serial number should be noted and clearly visible on outside of carton. 2. Machines returned with missing or used parts, accessories, sub-assemblies, or supplies. 3. Returning machines that have been used when the RA was granted for refused delivery or hidden damage. These systems should be returned either unopened or never completely set up. 4. Machines that are returned in dirty condition. (Toner and/or Developer left in the machine unless the machine is shipped from the factory with supplies installed) 5. Missing paperwork or unmarked cartons. RA forms must be filled out and instructions followed for labeling the cartons.
Updated 4/01/10
1-12
The reasons and procedures for returning a machine are as follows: 1. Refused Shipment by a Distributor a. If the entire shipment is damaged, please refuse the shipment. b. If the shipment has partial damage, refuse all damages and only accept product in good condition. Make all notations on the delivery receipt (including model and serial numbers). If the driver refuses, accept the entire shipment and note all damages on the delivery receipt and take pictures of the damages. c. Immediately contact the Panasonic Operations Group at 1-866-259-0321 and report the damage. d. Panasonic will fax you the Return Authorization (RA) paperwork within 48 hours of contact. e. Follow the instructions on the RA and ship the damaged product to the Panasonic warehouse at the address noted on the RA. f. Your account will be credited on the RA with the original invoice sales amount, upon receipt and passing inspection of the returned product. g. Please do not file claims directly with the carriers. Panasonic will be responsible for the submission of all claims, in accordance with our freight terms and conditions.
2. Refused Shipment by a Reseller, VAR or PIIV a. If the entire shipment is damaged, please refuse the shipment. b. If the shipment has partial damage, refuse all damages and only accept product in good condition. Make all notations on the delivery receipt (including model and serial numbers). If the driver refuses, accept the entire shipment and note all damages on the delivery receipt and take pictures of the damages. c. Immediately contact your regional Distributor and report the damage. d. The Distributor will work with the Operations Group at Panasonic to approve or deny a DOA or Return Authorization (RA). e. Follow the instructions on the RA and ship the damaged product to the Panasonic warehouse at the address noted on the RA. f. Your account will be credited from the Distributor on the RA with the original invoice sales amount, upon receipt and passing inspection of the returned product. g. Please do not file claims directly with the carriers. Panasonic will be responsible for the submission of all claims, in accordance with our freight terms and conditions.
Updated 4/01/10
Introduction
1-13
3. Distributor Concealed Damage a. Concealed damage should be reported to Panasonic Operations Group at 1866-259-0321 within 7 days of delivery. Panasonic will contact the carrier to make arrangements for machine inspection. Contact your FSS for requests if it is 7 days after receipt of goods. b. Please do not file claims directly with the carriers. Panasonic will be responsible for the submission of all claims, in accordance with our freight terms and conditions. c. Depending on the results from the inspection, Panasonic will advise on the approval of a Concealed Damage Return (RA) d. When concealed damage is noticed do not continue to set up the machine. Re-install any shipping tape, brackets, screws, etc. that may have been removed prior to noticing the damage. e. Take pictures of the damaged area and provide the pictures to the Panasonic Operations group or your FSS depending on your situation. f. Repack machine in its original carton (or carton from same model series) with proper packing material. g. Follow the instructions on the RA and ship the damaged product to the Panasonic warehouse at the address noted on the RA.
4. PIIV, Reseller, VAR Concealed Damage a. Concealed damage should be reported to your Distributors Operations Group within 7 days of delivery. b. When concealed damage is noticed do not continue to set up the machine. Re-install any shipping tape, brackets, screws, etc. that may have been removed prior to noticing the damage. c. Take pictures of the damaged area and provide the pictures to your regional Distributors Operations group. d. Repack machine in its original carton (or carton from same model series) with proper packing material.
Updated 4/01/10
1-14
5. Distributor Defective Machine a. Fill out the Request For Field Service Assistance form along with all print outs and required information. b. Contact your FSS for assistance c. Vacuum out all toner, waste toner, and developer (unless developer was in the machine when shipped from the factory). Remove cartridges if applicable. d. Replace all shipping materials e. Repack machine in its original carton (or carton from same model series) with proper packing material f. Follow the instructions on the RA and ship the damaged product to the Panasonic warehouse at the address noted on the RA
If you are a RESELLER, VAR or PIIV please contact your regional Distributor for Defective Machine RETURN AUTHORIZATION (RA) support and guidance.
Updated 4/01/10
Responsibilities
2-1
Section 2
Responsibilities
Contents
PSNA Responsibilities ..................................................................... 2 Authorized Dealer Responsibilities ................................................. 2 Authorized Resellers Responsibilities ............................................ 4 Alterations to PSNA Products......................................................... 5
Updated 4/01/10
2-2
PSNA Responsibilities
Provide technical and administrative aid to trained, PSNA Authorized Dealers through Service contacts/technical assistance telephone hotlines or actual visits. Furnish technical publications, bulletins, service manuals and operator guides as soon as available, on all new products to be handled by a trained Dealer. Provide training, by way of the E-Learning Web site. Dealer/Resellers must request this using the A-0038iR bulletin located on TeckLink. Make available the parts necessary to properly support PSNA equipment. Provide in and out-of-warranty sub-assembly exchange and/or repairs on PSNA products through the Panasonic Communication Repair Center (PCRC). Pay validated in-warranty claims of Dealers/Resellers in a reasonable time.
Authorized Dealer Responsibilities

The following general responsibilities apply to all PSNA Authorized Dealers. As a PSNA Authorized Dealer, you are expected to fulfill your responsibilities as described below. A Servicing Dealer is an authorized selling dealer who purchases equipment directly from PSNA and is responsible for servicing that equipment. PSNA shall provide remote on-site training, or on-site field service support, either upon request or by periodic visits from a PSNA Field Service Specialist. A Servicing Dealer may apply for and may be approved for special programs developed by PSNA, such as Cross-Shipping, which requires a separate PSNA Panasonic Communication Repair Center (PCRC) Agreement.
Updated 4/01/10
Responsibilities
2-3
An Authorized Dealer should: Maintain the best possible relationship with customers/end users through prompt, capable, and courteous attention to their needs. Verify proof of warranty coverage presented by the customer and to supply a valid end user proof of purchase with each warranty claim form. Maintain reasonable turnaround time for repairs, complying with all legal requirements. Maintain a service facility/repair shop with an adequate inventory of spare parts. Adhere to the regulations regarding altering PSNA products (see following page). Maintain a trained service staff. Subscribe to and utilize the Panasonic Business Link System http://b2b.panasonic.com.
Updated 4/01/10
2-4
Authorized Resellers Responsibilities

The following general responsibilities apply to all PSNA Authorized Resellers. As a PSNA Authorized Reseller, you are expected to fulfill your responsibilities as described below. A Servicing Reseller is an authorized Reseller who purchases equipment through an authorized Distributor and is responsible for servicing that equipment. A Servicing Reseller may apply for and may be approved for special programs developed by PSNA, such as Cross-Shipping, which requires a separate PSNA Panasonic Communication Repair Center (PCRC) Agreement. An Authorized Reseller should: Maintain the best possible relationship with customers/end users through prompt, capable, and courteous attention to their needs. Verify proof of warranty coverage presented by the customer and to supply a valid end user proof of purchase with each warranty claim form. Maintain reasonable turnaround time for repairs, complying with all legal requirements. Maintain a service facility/repair shop with an adequate inventory of spare parts. Adhere to the regulations regarding altering PSNA products (see following page). Maintain a trained service staff. Subscribe to and utilize the Panasonic Business Link System http://b2b.panasonic.com.
Updated 4/01/10
Responsibilities
2-5
Alterations to PSNA Products

Panasonic System Networks Company of America establishes the physical structure, operational functions and appearance of PSNA products and supplies. With this in mind, the following policies are established: No alterations of any type are to be made to Panasonic products, attachments, accessories, or supplies without prior written authorization from PSNA. Recommendations for changes should be submitted to the division responsible for the product. The recommendations should provide sufficient detail in order to evaluate the request. Panasonic does not accept responsibility for any unauthorized alterations. Any liability from customer claims is the sole responsibility of the Dealer. Unauthorized alterations void any warranty on PSNA products.
Updated 4/01/10
2-6
Notes:
Updated 4/01/10
Parts Support
3-1
Section 3
Parts Support
Contents
Panasonic Service and Technology Company (PSTC) - National Parts Center (NPC) ........................................................................... 2 General Information ......................................................................... 2 Ordering Parts .................................................................................. 2
Fax Ordering System ................................................................................ 3 Parts & Service Literature Request Form ............................................... 4 Mail Orders................................................................................................. 4 Phone Orders............................................................................................. 5
Parts Credit Terms ........................................................................... 5 Returning Parts For Credit/Purchasing Parts ................................ 6
In-Warranty Parts (Through PSTC)* ......................................................... 6 New/Unused Parts Returns ...................................................................... 7
Parts & Service Literature Request Form ...................................... 9 Non-Repairable Parts Credit Form................................................ 10
Updated 4/01/10
3-2
Panasonic Service and Technology Company (PSTC) National Parts Center (NPC)
Panasonic Service and Technology Company (PSTC) operates the National Parts Center (NPC) 20421 84th Avenue South Kent, Washington 98032-1202 Phone: 800-833-9626 or 800-395-7343 Fax: 800-237-9080 or 253-872-2100 npdcparts@us.panasonic.com www.panasonic.com, Click on Parts and Service PSTC is responsible for supplying parts to the entire country. All newly Authorized PSNA Dealers/Servicers are automatically assigned a parts account number. This number is different from your product sales account number. It is extremely important for the proper maintenance of your account that all payments for parts be made to PSTC as indicated on your parts invoices. Combining payments for products (machines or supplies) and parts will result in unavoidable problems in properly crediting any payments to your parts account.
General Information
PSTCs Parts Department exists for you to order parts that are not considered subassemblies. Subassemblies, listed in Section 5, must be ordered from PCRC in Suwanee, GA. Our parts system is fully computerized, with all transactions recorded instantly and files updated accordingly. An order entered at the Parts Department is automatically filled from the National Parts Center in Kent. An invoice is generated at the time of shipping showing parts and quantities ordered, quantity shipped, cost and the quantity of any parts back-ordered. Back-orders are retained in the central computer system where the master inventory is continuously updated.
Ordering Parts
Parts can be ordered via Fax, Mail, Phone or Internet. If you have a personal computer (PC) and are connected to the Internet, PSTC has a comprehensive Internet parts ordering, order status checking, and pricing and availability system through the PSNA website (for Open Accounts only). There is no special software required for this system and no monthly system charge from PSTC to utilize it. All you need is an account with an Internet provider and a browser of your choice. This system provides the types of information that are critical to your business in a user-friendly format, and includes numerous new features and enhancements to previous on-line programs from PSTC.
Updated 4/01/10
Parts Support
3-3
Fax Ordering System The Parts Department is equipped with a Toll-Free 800# FAX Parts Ordering Line, (1800-237-9080) in operation 24 hours a day. All orders placed through this system are acknowledged by return Fax within 24 hours, providing the Dealer with information on: Order Status Shipping Quantities Expected Ship Date on any back orders
To utilize the Fax ordering system, and receive acknowledgment of your order, you MUST use the Parts Order Form (page 3-9). Please adhere to the following instructions: Section I - to be filled out by Dealer Note: Required items are in Bold (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) (13) (14) (15) (16) (17) (18) (19) (20) (21) (22) (23) Parts/Accessory Order check box. Service Literature Order check box. Pricing and Availability for Parts or Service Literature check box. Estimated Time of Arrival of Overdue Order check box. Research for Part Number or Service Literature Pub Number check box. Credit Request check box. Return Authorization Request check box. Other check box. Your company name. Your current street address. City, state and zip code. Telephone number. Your return Fax number. Your PSTC Parts account number. PSTC Parts account number of alternate "ship to" location, if applicable. Attention line. Alternate "ship to" company name, if needed. Your purchase order number. Method of overnight shipment. Method of 2-day shipment. Model number (if research is required). Part number(s) ordered. Quantity ordered (place regular orders on a weekly or monthly basis to avoid back-orders resulting from large quantity orders). (24) Description of part (if research is required). (31) Page number if multi-page Fax.
Updated 4/01/10
3-4
Parts & Service Literature Request Form

National Parts Center - Order Office, Kent, WA - FAX: 1-800-237-9080
Panasonic Service and Technology Company

Parts & Service Literature Request Form For Consumer & Industrial Products 1 2 3 4 Parts / Accessory Order Service Literature Order Pricing & Availability for Parts or Service Literature Estimated T ime of Arrival of a Current Back-Order 9 10 11 17
Zip Code: Ph# ( Sold to Account # Ship to Account # DO NOT TYPE HERE UNLESS "SHIP TO" IS DIFFERENT THAN "SOLD TO" Quantity Ordered Description )
A Unit of Pa na sonic Corpora tion of North Am erica
Page 1 of
31
5 6 7 8
Research for Part Number or Service Literature Pub number Credit Request >>>>> Invoice copy must be included Return Authorization Request >> Invoice copy must be included Other 12
14 15 Fax# ( Attn: ) 16
Company Name: Address: City & State : Company Name: Address: City & State :
Item No. 1
13
Method of Shipment
19 20
Overnight 2 Day "RED" "BLUE"
Customer Purchase Order #

18
Zip Code: Part Number
Unless otherwise indicated, will be shipped Ground Service
Model Number
Price
Quantity Shipped
Quantity Back-ordered
Estimated Time of Arrival for Back-Orders
21
22
23
24
25
26
27
28
10
Your request / order has been processed :
29
PSTC control Number:
30
PSLRF01
Section II - to be filled out by PSTC and Faxed back to Dealer within 24 hours. (25) (26) (27) (28) (29) (30) Price for each individual part. Quantity shipped for each line item Quantity back-ordered for each line item. Estimated ship date (ESD) for back-ordered items. Date Request/Order was processed. PSTC Order Control Number.
Mail Orders Mail orders are to be requested on the Parts Order Form (see previous page). A quantity of these forms is included in the Dealer/Servicer Start-Up package, and additional quantities are available at no charge, upon request. You can use photocopies of the Parts Order form. If you run out of these forms you may use your own purchase order, as long as you include the following information, the lack of which will result in unavoidable delays: 1) Your PSTC Parts Account Number. This number allows immediate entry to the computer to process your order. This is NOT the same as your product sales dealer ID number.
Updated 4/01/10
Parts Support
3-5
2) Shipping Account Number. This is required when a "Ship to" location is different from the "Bill to" address. 3) PSTC Part Number(s). All Dealers/Service Centers are provided with the necessary service manuals for the products they service. In the event that you do not have the number, indicate a model number and description. This will, however, result in unavoidable delays because the order will have to be researched first. No terms or conditions in your purchase order will be binding on PSTC. Mail orders are normally processed the same day they are received, and this method should be used for routine replacement part orders. Sufficient allowance must be made, however, for incoming mail and outgoing part shipment time. Phone Orders The Parts Department will accept telephone orders from authorized Dealers/Service Centers. You must, however, have available the following information for the entry clerk handling your call: 1) Your PSTC Parts Account Number. 2) Shipping Account Number (if shipping to another location). 3) PSTC Part Number(s). No telephone orders can be accepted without part number(s) (refer to appropriate service manual). 4) Purchase order number or customer reference name must be given at the time the order is placed.
Parts Credit Terms

Normally parts purchases/service repairs carry "10 days end of month" terms or simply, the balance of your current statement is due on the 10th of each month. Please note that if your account becomes past due, it will be placed on credit hold and all parts orders and service repairs may be delayed subject to credit review. However, we will retain the inventory you requested for three days, and if the credit problem is resolved within that time, the parts will be shipped to you. All copies of invoices and non-warranty repair credits may be obtained from the PSTC Credit Department. Questions pertaining to invoices and credits should be directed to the Parts Department. Normally, all invoices will be included with the parts/service repair shipment unless special billing arrangements have been requested in advance. Purchase order numbers and return authorization numbers are required for all transactions, and will appear on our invoices, credit memos and statements for reference.
Updated 4/01/10
3-6
Returning Parts For Credit/Purchasing Parts

In-Warranty Parts (Through PSTC)* This section concerns parts that are not considered sub-assemblies. Sub-assemblies, listed in Section 5, must be ordered from Panasonic Communication Repair Center (PCRC) in Suwanee, GA. [Refer to Detailed Product Listings (Section 9) or General Warranty/Service Statement (Section 9) for individual product warranties.] 1) Products Multifunction, Copier, Facsimile, Color Laser Printer and Panaboard Each defective part for which you are making a warranty claim must be listed on a NonRepairable Parts Credit Form 3 (page 3-10) and returned prepaid, along with the accompanying paperwork and proof of purchase, to: PSNA 2nd Inventory/Returns Warehouse 800 Bilter Rd. Suite 150 Dock 53&54 Aurora, IL 60502 We have consolidated the Non-Repairable Parts Credit Form, and one form is now being used for each of the following categories: Multifunction, Copier, Facsimile, Color Laser Printer and Panaboard. You must use a separate form for each product category. Do not combine any of these categories on one form. All claims submitted for warranty credit will be examined to determine their validity. Approved claims will be credited to your Parts Account. Defective parts should be returned within thirty (30) days of their removal from a machine. Note: PSNA 2nd Inventory/Returns disposes of all received parts. A copy of this form is included in this Service Information Guide. Please print and copy as you need. *For PC board exchanges please refer to Section 4.
Updated 4/01/10
Parts Support
3-7
2) Procedure for returning non-exchangeable items: All parts returned for credit must have a "Parts Credit" form filled out completely and enclosed with the parts. Warranty parts cannot be on the same form as unused parts. Please observe the following instructions when returning parts for credit: a) Parts Credit Form i) Check type of return, warranty or unused parts. ii) Dealership's full name and proper mailing address. iii) PSTC Parts Department account number - not PSNA account number. iv) Enter shipping date of parts. v) Enter model number from which part was removed. vi) Enter serial number of machine from which part was removed. vii) For Copiers - enter the meter count. viii) Enter the date sold to the Dealer. ix) Enter the date sold to the Customer. x) Enter correct part number. xi) Enter description of failure. xii) Must be signed by Parts/Service Manager. xiii) Enter date form was signed. xiv) Address to which part(s) and form must be returned. New/Unused Parts Returns Prior authorization is required for the return of replacement parts purchased from the PSTC Parts Department. You must submit a list to the Manager of the Parts Department, detailing the parts you wish to return. The list will be reviewed and those parts that can be resold will be authorized for return. If a part, which was on back order at PSTC's NATIONAL PARTS CENTER, is received by a Dealer/Servicer, and is no longer required, it can be returned for full credit. It must be returned within 30 days of the invoice date. However, when the backorder part is no longer needed, we prefer you cancel all unshipped back order parts orders in advance. In the event a part was shipped in error, it may be returned and will be processed at full credit, provided it is returned within 30 days of the invoice date.
Updated 4/01/10
3-8
If you are returning a part authorized for return, please be advised: 1) They must be new, no signs of installation, and in their original packaging. Packaging cannot be defaced. 2) Excess inventory (parts requested for return past 30 days from the invoice date) returns are subject to a 15% restocking fee, which will be deducted from the credit.
Note: Sub-assemblies will not be accepted for credit under this policy.
New, unused parts must be sent to the following address with proper authorization or they will be returned freight collect. National Parts Center 20421 84th Avenue South Kent, WA 98032 Questions regarding defective parts, parts pricing, and returns, should not be directed to the parts department, but to the attention of the Industrial Parts Specialist at the National Parts Center at 1-800-833-9626. If you have any questions regarding service problems, machine adjustments, technical publications, or any other service related areas, please consult the Key Contact for the proper telephone number or address.
Updated 4/01/10
Parts Support
3-9
Updated 4/01/10
Panasonic
System Networks of America
All In-Warranty Defective Parts Must Be Returned To:
Non-Repairable Parts Credit Form

All items must be completed. (Check only One)
Do not use this form to return any repairable boards, assemblies or modules. Use this form to request a parts credit in any of these product categories. Only parts from the same product category can be listed on the same form. Use a separate form for each product category.
Panasonic System Networks Company of America 2nd Inventory/Returns 800 Bilter Road, Suite 150
Dock 53&54
Aurora, IL 60502
Copier/Multifunction Color Laser Printer Facsimile Panaboard Scanner
Type of Return (Check One)

Dealer Name / Address
In-Warranty PSTC Parts Acc. No.
Unused Must be returned to National Parts Center after approval Panasonic Use Only Date Received Number of Items Received by
Date Shipped
Model No. 1 2 3 4 5 6 7 8 9 10 11 12
Machine Serial No.
Meter Count
Date Sold to Dealer
Date Sold to Customer
Part Number
Defect Code or Description
Credit OK No
I certify that any parts listed above for In-Warranty Credit are covered by Panasonic. Authorized Signature
Credit Rejection Codes A B C D E Supply item - not covered by warranty Not a factory defect No longer under warranty Not a Panasonic part Part of assembly missing F G H I J Repairable item - not subject to credit Obsolete part - not saleable Not in saleable condition Returned to wrong location More than one product type used on form
Date
PANASONIC USE ONLY Inspected by: ______________________________________ Date: ____________________
Updated 4/01/10
Subassembly Exchange Policy and Procedures
4-1
Section 4

Contents
Exchange Policies by Channel........................................................ 2
Dealer Channel................................................................................2 Reseller Channel ..............................................................................4 Distributor Channel..........................................................................5
Consumables .................................................................................... 6
Consumables Sorted by Model Number.....................................6
Basic Exchange Procedure ............................................................. 9 Completing Subassembly Exchange Forms................................ 11 Out-Of-Warranty Repairs ............................................................... 13 Un-Repairable Subassemblies ...................................................... 13 Open Service Account Dealers/Servicers .................................... 13 Pre-Shipping ................................................................................... 13 Shipping Methods .......................................................................... 14 Fax Orders/Inquiries....................................................................... 14 Exceptions ...................................................................................... 14 PCRC Exchange Item Pre-Shipment Agreement ......................... 15 PCRC Exchange Item ..................................................................... 16 Pre-Ship Form................................................................................. 16
Updated 4/01/10
4-2
We have established a Panasonic Communications Repair Center (PCRC) in Suwanee, GA to support both our Dealer and Distributor Channels for Subassembly Exchange.
Exchange Policies by Channel

Dealer Channel
A. Subassemblies In Section 5, is a list of all the Dealer Channel parts (e.g. PCBs, etc.) that are available for exchange under the heading Subassemblies. These parts are also available for pre-shipment, only if your dealership is an Authorized Pre-Ship Dealer; see section four [4] under the heading Pre-shipping for information as to how to become an authorized pre-ship dealer. Complete the Sub-Assembly Exchange Form according to the instructions at the end of this section. If you are out of forms, call the Panasonic Communications Repair Center (PCRC) in Suwanee, GA at (888) 536-1339 to place your order over the phone; at the same time, you can order additional Sub-Assembly Exchange Forms (25/packet). B. Consumables Dealers who purchase product directly from Panasonic must call and have the Order Entry Group in Rolling Meadows, IL generate an RMA for the return of your defective consumable. They will require all the necessary items [invoice, service history, copy samples if its a drum for example] with a completed copy of the form on page 4-3 to process your return. A copy of the RMA and all backup must be returned with the defective product to the PSA 2nd Inventory/Returns Warehouse in order for it to be approved. If any defective product is received without the proper backup, it will be shipped back to your dealership C.O.D. If you require a replacement for the consumable you are returning, you must reorder it using our Sales Channel. Note: Do not under any circumstances use the Sub-Assembly Exchange Form for in-warranty returns of consumables. IMPORTANT: All consumables have two-year shelf life (industry standard) from date of production. The product code is printed on the carton box, and/or the product itself, and is read from left to right, first the year, and then month, see example below. PSNA will not approve any consumable return that has exceeded its shelf life. e.g. Lot Number: 0611XXXXX
2006
November
All items in Section 5 are subassemblies and should be ordered through the Panasonic Communications Repair Center (PCRC) in Suwanee, GA All other parts must be ordered from the PSTC Parts Department
Updated 4/01/10 SIG 2010 Version 5.2
4-3
Panasonic
Request for Consumable Return
Ship to: PSNA 2nd Inventory/Returns 800 Bilter Rd 150 / Dock 53 & 54 Aurora, IL 60502
Dealer: Address:
Contact: Phone: E-Mail:
SAP #:
Date:
Machine Model: Serial Number: Lot Number:
Forms Needed Machine Info Report Invoice Service History Copy Samples
Reason for Return:
This section to be completed by Panasonic Only Evaluation Results:
Updated 4/01/10
4-4
Reseller Channel A. Subassemblies In Section 5, is a list of all the Reseller Channel parts (e.g. PCBs, etc.) that are available for exchange under the heading Subassemblies. These parts are also available for pre-shipment, only if your company is an Authorized Pre-Ship Reseller; see section four [4] under the heading Pre-shipping for information as to how to become an authorized pre-ship reseller. Complete the Sub-Assembly Exchange Form according to the instructions at the end of this section. If you are out of forms, call the Panasonic Communications Repair Center (PCRC) in Suwanee, GA at (888) 536-1339 to place your order over the phone; at the same time, you can order additional Sub-Assembly Exchange Forms (25/packet). B. Consumables Resellers must call their appropriate Distributor to receive authorization for the return of the defective consumable. They will require all the necessary items [invoice, service history, copy samples if its a drum for example] to authorize your return. A copy of all backup documentation must be returned with the defective product to the appropriate Distributor. If any defective product is received without the proper backup, it will be shipped back to your company C.O.D. If you require a replacement for the consumable you are returning, you must reorder it using the Distributor Sales Channel. Note: Do not under any circumstances use the Sub-Assembly Exchange Form for in-warranty returns of consumables. IMPORTANT: All consumables have two-year shelf life (industry standard) from date of production. The product code is printed on the carton box, and/or the product itself, and is read from left to right, first the year, and then month, see example below. PSNA will not approve any consumable return that has exceeded its shelf life. e.g. Lot Number: 0611XXXXX
2006
November
All items in Section 5 are subassemblies and should be ordered through the Panasonic Communications Repair Center (PCRC) in Suwanee, GA All other parts must be ordered from the PSTC Parts Department
Updated 4/01/10
4-5
Distributor Channel A. Subassemblies In Section 5, is a list of all the Distributor Channel parts (e.g. Printer Logic Boards, etc.) that are available for exchange under the heading Subassemblies. Complete the Sub-Assembly Exchange Form according to the instructions at the end of this section. If you are out of forms, call the Panasonic Communications Repair Center (PCRC) in Suwanee, GA at (888) 536-1339 to place your order over the phone; at the same time, you can order additional Sub-Assembly Exchange Forms (25/packet). B. Consumables Pages 4-6 and 4-7 contains a list of all the Distributor Channel consumables that are available for in-warranty exchange and/or purchase under the heading Consumables. These items are only available to our Distributors. If the consumable is in-warranty, the Distributor will fill out a copy of Page 4-8 with Proof of Purchase and ship the defective consumable to the address listed on the form. After the item is evaluated, and falls within the criteria for exchange, a replacement consumable will be shipped back to the distributor. The Distributor will be responsible for any cost incurred for the return or disposal of the consumable that is refused for exchange by PSNA. IMPORTANT: All consumables have two-year shelf life (industry standard) from date of production. The product code is printed on the carton box, and/or the product itself, and is read from left to right, first the year, and then month, see example below. PCCNA will not approve any consumable return that has exceeded its shelf life. e.g. Lot Number: 0611XXXXX
2006
November
All items in Section 5 are subassemblies and should be ordered through the Panasonic Communications Repair Center (PCRC) in Suwanee, GA All other parts must be ordered from the PSTC Parts Department .
Updated 4/01/10
4-6
Consumables
The following items are listed for your reference and are available for In-Warranty Exchange only. Purchases must be made through your normal sales channel. PSNA is not responsible for typographical errors in part numbers.
Consumables Sorted by Model Number

Model # DF-1100 DF-1100 DX-800 DX-1000 DX-1000 DX-2000 DX-2000 KX-P4400 KX-P4400 KX-P4401 KX-P4401 KX-P6100 KX-P6500 KX-P8410 KX-P8410 KX-P8410 KX-P8410 KX-P8410 KX-P8420 KX-P8420 KX-PS8000 KX-PS8000 KX-PS8000 KX-PS8000 KX-PS8000 KX-PS8000 KX-SP100 KX-SP100 UF-490 UF-550 Updated 4/01/10 Part # UG-3313-AK UG-3313-AKC UG-5510 UG-3313-AK UG-3313-AKC UG-3313-AK UG-3313-AKC KX-P455 KX-PDM6 KX-P455 KX-PDM6 KX-P456 KX-P458 KX-PDPC5 KX-PDPK5 KX-PDPY5 KX-PPRC5 KX-PWBR5 KX-PFSU7 KX-PPRC7 KX-PDPC3 KX-PDPK3 KX-PDPM3 KX-PDPY3 KX-PFSU3 KX-PPRC3 KX-P455 KX-PDM6 UG-3221 UG-3313-AK Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Kit Drum Unit Toner Kit Drum Unit Toner Cartridge Toner Cartridge Cyan Toner Cartridge Black Toner Cartridge Yellow Toner Cartridge Imaging Unit Oil Supply Roll Fuser Unit Color Image Unit Cyan Toner Cartridge Black Toner Cartridge Magenta Toner Cartridge Yellow Toner Cartridge Fuser Imaging Unit Toner Kit Drum Unit Toner Cartridge Toner Cartridge SIG 2010 Version 5.2 Description
Subassembly Exchange Policy and Procedures Model # UF-550 UF-560 UF-560 UF-585 UF-595 UF-770 UF-770 UF-780 UF-780 UF-790 UF-790 UF-880 UF-880 UF-885 UF-885 UF-890 UF-890 UF-895 UF-895 UF-990 UF-990 UF-4000 UF-5950 UF-6000 UF-6000 UF-6200 UF-6950 UF-7000 UF-7200 UF-7950 UF-8000 UF-8200 Part # UG-3313-AKC UG-3313-AK UG-3313-AKC UG-3350 UG-3350 UG-3313-AK UG-3313-AKC UG-5510 UG-5510-AU UG-5510 UG-5510-AU UG-3313-AK UG-3313-AKC UG-3313-AK UG-3313-AKC UG-5520-AU UG-5520-AUC UG-3313-AK UG-3313-AKC UG-5520-AU UG-5520-AUC UG-3221 UG-5515 / UG-5510* UG-5510 UG-5510 -AU UG-5580 UG-5550 / UG-5540** UG-5540 UG-5570 UG-5550 / UG-5540** UG-5540 UG-5570 Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Toner Cartridge Description
4-7
UF-9000 UG-5540 Toner Cartridge * Modified units can only use the UG-5510 Toner Cartridge.
** Modified units can use either UG-5550 or UG-5540 Toner Cartridge.
Updated 4/01/10
4-8
Panasonic
Request for Consumable Exchange
Ship to: PSNA 2nd Inventory/Returns 800 Bilter Rd 150 / Dock 53 & 54 Aurora, IL 60502
Distributor: Address:
Contact: Phone: E-Mail:
SAP #:
Date:
Machine Model: Serial Number: Lot Number:
Forms Needed Machine Info Report Invoice Service History Copy Samples
Reason for Return:
This section to be completed by Panasonic Only Evaluation Results:
Updated 4/01/10
4-9
Basic Exchange Procedure

The following products are included in this policy: Optical Drives; Impact, Laser, and LED Printers; Image Scanners; Commercial Facsimile Products; Copiers and Color Laser Printers. Subassemblies obtained in exchange for defective in-warranty subassemblies will be warranted for the remainder of the machine warranty or thirty (30) days, whichever is longer. When exchanging subassemblies, you must use the following procedure: 1. Isolate the problem to the failed subassembly. 2. Complete one Subassembly Exchange form (sample provided) for each defective item being returned. Complete all required information on the form. Only original exchange forms are acceptable. Any exchange form listing multiple subassemblies will be returned. Photocopied exchange forms will not be accepted. 3. Remove the bar code label from the upper right hand corner of the Subassembly Exchange Form and affix it to the board laminate of the defective subassembly. (Do not attach bar code label to the component side.) 4. Keep the Dealer Copy and return the white copy of the completed form, with a valid end user proof of purchase for in-warranty repairs, and the defective subassembly. (Note: Photocopier requests should include proof of purchase from Panasonic to the Dealer.) Carefully pack, prepay any freight costs, and adequately insure the subassembly. Ship to:
Panasonic Communications Repair Center
415 Horizon Dr. Suite 350b Suwanee, GA 30024 (888) 536-1339 You may order Subassembly Exchange forms, as needed, through the Panasonic
Communications Repair Center (PCRC) in Suwanee, GA.
Once the defective subassembly and proper paperwork is received by the PCRC, a replacement subassembly will be shipped within 2 business days (subject to availability) to your dealership via UPS (2 day service) if in warranty, or by UPS ground track with out-of-warranty subassemblies. (Note: You have the option of choosing the return method at the bottom of Subassembly Exchange Form.) To assist our Dealers/Resellers in emergency situations, we will return the subassembly in a manner similar to which it was shipped to us. If you ship a board to us by overnight carrier, we will ship it back to your dealership via the UPS method of your choice. (Note: Dealer is responsible for the additional cost for expedited shipping.) There is a 30-day warranty covering the same symptom(s) on replaced subassemblies from Suwanee, GA.
Updated 4/01/10
4-10
If, for any reason, you are without a required subassembly exchange form, you may use the following Return Authorization procedure. This is only for emergency, and is to be used only as a last resort. Use the following Return Authorization procedure ONLY if you do not have the required form to properly exchange your subassembly: 1. Isolate the problem to the failed subassembly. 2. Call the Panasonic Communications Repair Center (PCRC) at (888) 536-1339 to request a Return Authorization (RA) Number for the defective part. Be prepared to provide all of the information referenced on page 4-4. 3. Return the defective subassembly carefully packed, freight prepaid and adequately insured, to the PCRC in Suwanee, GA address that appears on the preceding page. If the repair is in-warranty, a valid end user proof of purchase must be included. 4. Write the RA# clearly on the outside of the carton.
Notes:
All prices listed in Section 5 are subject to change without notice. You should call the PCRC to verify all pricing. Parts received from the PCRC for exchange are either new or refurbished at the option of Panasonic. You must return the defective subassembly to us first, in order to ensure proper configuration control. Be sure to provide proper packing so that no shipping damage occurs. Credit will not be given for items damaged during shipment. Call the PCRC at 888-536-1339 to exchange or purchase any parts listed as "Available Subassemblies" in Section 5. All repairable boards and/or subassemblies returned for repair or exchange MUST be complete with all plugged-in components such as CPUs, ICs, etc. Any subassemblies received missing these items, in or out of warranty, will result in a charge for these items, as all replacements will be shipped complete. Logic boards must be shipped complete, with any associated hardware such as metal shields, brackets, etc., to prevent flexing and possible breakage in shipment. If you need to purchase any parts (screws, springs, etc.) not listed on the subassembly lists, you must call the PSTC Parts Department at 800-833-1339.
Updated 4/01/10
4-11
Completing Subassembly Exchange Forms

To avoid unnecessary delays in the processing of exchanges or in obtaining credits, please complete all areas of the form according to the following guidelines:
Date Received From
The date the component was returned. Customer's name, address, city, state, zip code and telephone number. Your Dealer's name, address, city, state, zip code and Ship To telephone number. This is your PSNA / Reseller account number. PSNA Account # This is your PSTC account number. PSTC Account # The copy count at the time of machine failure. Copy Count Part number of subassembly being exchanged. Subassembly Part # Serial number of subassembly being exchanged. Subassembly Serial # Model number of subassembly being exchanged. Model # Serial number of the unit from which the subassembly Model Serial # came. Dealer/Reseller Delivery Date Date Dealer/Reseller delivered unit to customer. Date customer purchased unit from Dealer/Reseller. Customer Sale Date Date unit failed. Failure Date Complete description of problem (please list all Defect Description pertinent information) and check whether intermittent, constant, or heat-related. Note whether in or out-of-warranty. Type of Exchange For in-warranty, a valid end user proof of purchase must be attached to the subassembly exchange form. Authorized Signature & Date Authorized Dealer's/Resellers signature and date. Check the desired method of return shipping. Return Shipping
Updated 4/01/10
4-12
Communications Repair Center 415 Horizon Dr. Suite 350b Suwanee, GA 30024
PCCNA Account #:
A VALID PCCNA ACCOUNT # IS
PSTC Account #:
NOTE: An estimate will be given for any item received missing parts/components or in damaged
**A valid PSTC account is required for any service to be billed. If account data is missing, this unit will be returned C.O.D.
Updated 4/01/10
4-13
Out-Of-Warranty Repairs
These are handled the same as in-warranty, except that we bill your Service Account for the item at the "O/W Exchange Price" (contact PCRC for current pricing), and you do not receive any labor reimbursement, as your work is now chargeable to the end user.
Un-Repairable Subassemblies
This applies to items that have been subjected to severe damage, such as cracked or broken circuit boards, over-voltage, static electricity, corrosion or damage caused by spillage or other physical breakage. This includes, but is not limited to, the item having been dropped, unauthorized modification, or rework where repair of same would be excessively difficult, i.e., repair labor would exceed the exchange price, etc. In such instances, the Authorized Dealer/Servicer will be notified by mail or fax of such conditions and will be given the option to have the item returned and be billed for shipping charges or to have the item scrapped by PSNA. No exchange credit will be applied on items found to be non-repairable.
Open Service Account Dealers/Servicers

If you do not have a PSTC account number, and you wish to have out-of-warranty service billed to you, you must request that an account be opened for your firm. Send a letter requesting this account to:
Panasonic Communications Repair Center
415 Horizon Dr. Suite 350b Suwanee, GA 30024 (888) 536-1339 Otherwise, you will be required to submit a credit card for payment prior to the assembly being return shipped. A subassembly can be shipped C.O.D., payable with a company check if under $250.00, or with a cashiers check if over $250.00.
Pre-Shipping
To help you service machines in a timely manner, PCRC has a Pre-Shipping Program in place. This program enables dealers to have selected items shipped from PCRC prior to the replacement service call. The forms necessary to take part in the Pre-Shipping Program are located at the end of this section. The dealer must complete and return the Pre-Ship Letter of Agreement, and agree to abide by all terms therein, prior to any shipment of replacement equipment. The dealer agrees to pay all associated shipping costs. The dealer must also complete and submit a Pre-Ship Order Form to PCRC.
Updated 4/01/10
4-14
Shipping Methods
Normal means of return shipment for in-warranty items is by UPS 2-day service, but according to our Priority Return Shipment Policy, if you ship us a defective in-warranty subassembly via express means, we will return ship the replacement by a similar method. (Note: Dealer is responsible for the additional cost for expedited shipping.) In-warranty exchanges are shipped prepaid from Panasonic. Out-of-warranty exchanges are chargeable. When shipping to Panasonic, pack the defective subassembly carefully, request adequate insurance, and send the item prepaid. We do not accept collect shipments.
Fax Orders/Inquiries
Fax orders/inquiries may be sent to our Fax line 24 hours a day, 365 days a year. Be specific with your needs, and identify original documents from re-transmitted ones to avoid order duplication. Fax Orders/Inquiries 770-904-8357
Exceptions
There is no subassembly exchange program for the following products. They must be repaired through an authorized Service Center, unless stated otherwise. Impact Printers Dot Matrix Printers Document Feeders Sorters An Authorized Service Center must repair all PCBs from photocopier document feeders and sorters. An Authorized Service Center must repair all Panaboards.
Updated 4/01/10
Panasonic
System Networks Company of PCRC Exchange Item Pre-Shipment Agreement America
The Panasonic Communications Repair Center (PCRC) of Panasonic System Networks Company of America (PSNA) agrees to allow your company to operate as an Authorized PSNA Pre-Shipment Dealer (hereafter called Dealer), as long as your company agrees to comply with all terms of this PCRC Exchange Item Pre-Shipment Agreement: Dealer agrees to promptly and efficiently service all PSNA customers products referred to it by PSNA or its designated referral service. The Dealer must maintain good credit standing with PSNA. The Dealer agrees to employ and utilize only PSNA trained technicians for the repair of all PSNA products. PSNA will provide training in accordance with the Authorized Dealer Agreement between Dealer and PSNA. Dealer shall be responsible for all travel, lodging, meals and other expenses, if any, during formal training unless otherwise specified by then current PSNA policy. The Dealer agrees to order replacement items covered under this program as listed in the latest revision of the Panasonic Service Information Guide at the earliest possible time after the initiation of the service call, when such service call indicates these replacement items are needed to affect the repair of the customers unit. PSNA/ PCRC agrees to pre-ship the affected sub-assembly item(s) needed to effect the repair of the customers unit, without invoicing the dealer for a period of 30 calendar days from date of shipment by PSNA/PCRC. The Dealer agrees to ship back to PSNA/ PCRC the defective sub-assembly (properly tagged with supplied Return Parts Tags and using provided Shipping Labels) upon receipt of the ordered exchange item within 15 calendar days. The Dealer will be given an additional grace period of 15 calendar days, during which time the Dealer will be notified via phone and fax at 20 days that the item(s) have not been received by PSNA/PCRC. After 30 calendar days (day 31), the Dealer will own the sub-assembly and will be invoiced the out-of-warranty cost of the item(s). There will be NO exceptions to this policy. PSNA/PCRC, at its option, agrees to provide new or rebuilt exchange items for all items ordered under this program that are in available stock and listed in the latest revision of the Panasonic Service Information Guide. Either party may terminate this Agreement upon not less than 30 days written notice. Fax the signed form to 847-637-4726.
Please be aware that this goes into effect once a signed agreement is received by PCRC.
Authorized PSNA Pre-Shipment Dealer

We hereby agree to abide by the terms of the foregoing PCRC Exchange Item Pre-Shipment Agreement.
Company Name Authorized Rep (Print Name)
Address Title
City, State Zip Code Authorized Signature Date
Panasonic System Networks Company of America Representative

Regional Field Service Rep. (Print Name) Authorized Signature Date
Panasonic
System Networks Company of America
SOLD TO:
Company Name Company Name Address Address
PCRC Exchange Item Pre-Ship Form

SHIP TO: (If different from SOLD TO :) PSTC # P.O. #
State Zip
Order Authorization
City
State
Zip
City
YOUR FAX #
Phone
Method of Shipment In-Warranty orders are shipped out UPS (2 day service). If you require faster service, check UPS Red (Next day delivery) label. Your PSTC account will be billed for UPS Red shipping charges. Circle the No. of Out-Of-Warranty part. Order Information
No. Model Number Part Number Description
PRINT NAME
UPS RED
Serial Number
AUTHORIZED SIGNATURE
Purchase Order Number and Signature are required for the order to be processed
1
Problem:
PCRC FAX # 770-904-8357
Problem:
Date PCRC Faxed Reply
3
Problem:
4
Problem:
Notes to Servicer from PCRC
Problem:
This area is for Panasonic Communications Repair Center Use Only

ITEM # Return Authorization Number Tracking Number Shipped Back-Ordered EST Ship Date B/O
If this box is initialed, it means we cant ship your order at this time. Please contact your Credit Rep. at 888-536-1339 or by FAX at 770-904-8357
1 2 3 4 5
<For OUT OF WARRANTY Units> NOTE: If the defective part is returned to PCRC within 30 days, the Out-Of-Warranty Exchange Price is invoiced. If the part is not returned within 30 days, dealer is charged the Full Dealer Price. There will
be NO exceptions to this policy.
Subassemblies
5-1
Section 5
Subassemblies / ROMs
Contents
Subassemblies.................................................................................. 2
Subassemblies for Facsimile ....................................................................2 Subassemblies for Black/White Multifunction.......................................4 Subassemblies for Color Multifunction ..................................................7 Finisher ROMs for the Color Multifunction .............................................8 Subassemblies for Scanners ....................................................................9 Subassemblies for Copiers.....................................................................12 Subassemblies for Printers ......................................................................13
Updated 4/01/10
5-2
Subassemblies
Subassemblies for Facsimile If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Model DF-1100 DX-1000 DX-2000 DX-2000 DX-2000 DX-2000 DX-800 DX-800 DX-800 Page in Parts Manual 246 114 (7-10) 12 25 11 114 34 34 35 REF NO 539 510 555 1102 522 510 1001 1001 1036 if RoHS -------Description FCB PCB FCBL PCB LPC PCB LANB PCB FCB PCB FCBL PCB SC PCB SC PCB LANB PCB Part Number DZEC100961 DZEC101160 DZEC101097 DZEC101298 DZEC101543 DZEC101160 DZEC102469 DZEC104017 DZEC103552
and Non RoHS --------------------
UF-890 UF-890 / 990 UF-990 UF-990 UF-885 UF-895 UF-550 UF-770 UF-880 UF-880 UF-744 UF-788 UF-585 UF-595 UF-790 UF-780 UF-6000 UF-490 UF-4000
263 280 263 281 233 233 156 156 156 156 110 110 288 288 265 265 266 227 228
522 1214 522 1301 522 522 510 510 510 547 941 941 422 422 1001 1001 1001 701 701
FCB PCB EP PCB FCB PCB G3B PCB FCB PCB FCB PCB FCB PCB FCB PCB FCB PCB MDM PCB SC PCB SC PCB SCB PCB SCA PCB SC PCB SC PCB SC PCB SC PCB SC PCB
DZEC102398 DZEC101265 DZEC102475 DZEC101275 DZEC101284 DZEC101092 DZYNA1435J DZEC100316 DZEC100425 DZEC100416 DZYC0535UNAU DZYC0585UNAU DZEC101235 DZEC101240 DZEC102375 DZEC103018 DZEC103598 DZEC102000 DZEC103802
Updated 4/01/10
Subassemblies
5-3
Model UF-5950 UF-6200 UF-6950 UF-7000 UF-7000 UF-7950 UF-8000 UF-8000 UF-7950 UF-8000 UF-8000 UF-7200 UF-8200 UF-8200 UF-9000 UF-9000 DP-190 DP-190
Page in Parts Manual 228 26 52 56 56 52 56 56 52 56 56 42 42 42 58 58 58 58
REF NO 1001 1001 2001 2001 2001 2001 2001 2001 2003 2003 2003 1701 1701 1703 1901 1901 1901 1901
if RoHS --
Description SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB G3B PCB G3B PCB G3B PCB SC PCB SC PCB G3B PCB SC PCB SC PCB SC PCB SC PCB
Part Number DZEC104166 PJWPF3340AU PJWFP268FVU PJWPF2688AU PJWPF268FAU PJWPF268EKU PJWPF2687AU PJWPF268EAU PJWPF268DAU PJWPF2686AU PJWPF268DAU PJWPF3335AU PJWPF3334AU PJWPF333GAU DZEC103128 DZEC104048 DZEC103111 DZEC104050
----
--
---
Updated 4/01/10
5-4
Subassemblies for Black/White Multifunction
If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Page in Parts Manual 22 73 58 58 50 51 50 13 33 50 10 51 51 10 92 93 92 93 92 93 93 93 93 93 518 518 518 519
Model DP-130 / 150 DP-130 / 150 DP-190 DP-190 DP-1510P DP-1510P / 1810P / 1810F DP-2010E DP-1810F DP-1810F DP-1810P DP-1810P DP-1810P DP-1810P / 1810F DP-2010E DP-2010E DP-1520P DP-1520P DP-1820P DP-1820P DP-1820E DP-1820E DP-1520P / 1820P / 1820E DP-1520P / 1820P / 1820E DP-1520P / 1820P DP-1820E DP-2000 DP-2000 / 2500 / DP3000 DP-2000 / 2500 / DP3000 DP-2000 / 2500 / DP3000
REF NO 703 712 1901 1901 1401 1410 1401 1416 1402 1401 1416 1407 1401 1416 2801 2801 2801 2801 2801 2801 2802 2802 2802 2802 1984 1985 1987 19134
if RoHS
Description FAX PCB CPU PCB SC PCB SC PCB SC PCB LANB PCB SC PCB PNL6 PCB LPC3 PCB SC PCB PNL6 PCB HTC PCB SC PCB PNL6 PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SPC PCB SPC PCB SPC PCB SPC PCB SORT PCB OPTION FXB PCB LANB PCB G3B PCB
Part Number FFPWB06711 FFPWA02221 DZEC103111 DZEC104050 DZEC102557 DZEC102532 DZEC102294 DZEC102476 DZEC102462 DZEC102295 DZEC102479 DZEC102234 DZEC102498 DZEC102479 DZEC103139 DZEC103139R DZEC103140 DZEC103140R DZEC103141 DZEC103141R DZEC103134 DZEC103134R DZEC104195R DZEC104196R DZEC101632 DZEC101737 DZEC101751 DZEC101740
----------------
-----
Updated 4/01/10
Subassemblies
5-5
Model DP-2000 DP-2000P DP-2500 DP-3000 DP-2310 / 3010
Page in Parts Manual 518 518 518 518 89
REF NO 1983 1983 1983 1983 1902
if RoHS ----and Non RoHS and Non RoHS ----------------and Non RoHS and Non RoHS -----
Description SC PCB SC PCB SC PCB SC PCB SPC PCB
Part Number DZEZ000010 DZEZ000057 DZEZ000008 DZEZ000041 DZEC102866
DP-2330 / 3030 DP-2310 / 3010 DP-2310 DP-2330 DP-2330 DP-3010 DP-3030 DP-3030 DP-3510 DP-3520 DP-3530 DP-3530 DP-4510 DP-4520 DP-4530 DP-4530 DP-6010 DP-6020 DP-6030 DP-6030 DP-3510 / 3520 / 4510 / 4520 / 6010 / 6020 DP-3510 / 3520 / 4510 / 4520 / 6010 / 6020 DP-3510 / 4510 / 6010
89 91 89 88 88 89 88 88 197 197 197 198 197 197 197 198 197 197 197 198 199 199
1902 1916 1901 1901 1901 1901 1901 1901 8401 8401 8401 8401 8401 8401 8401 8401 8401 8401 8401 8401 8403 8406
SPC PCB FXB PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB SC PCB FXB PCB MJR PCB
DZEC104023 DZEC102345 DZEZ000084 PJWPF2740PU DZEZ000118 DZEZ000094 PJWPF2741PU DZEZ000119 DZEC102359 DZEC103070 DZEC103584 DZEC103722 DZEC102356 DZEC103069 DZEC103581 DZEC103719 DZEC102350 DZEC103068 DZEC103578 DZEC103716 DZEC102345 DZEC102441
203
8501
SPC PCB
DZEC102349
DP-3520 / 4520 / 6020 DP-3530 / 4530 / 6030 DP-3510 / 4510 / 6010 DP-3520 / 4520 / 6020 DP-3530 / 4530 / 6030 DP-3530 / 4530 / 6030
203 203 203 203 203 203
8501 8501 8503 8503 8503 8503
SPC PCB SPC PCB PNL1 PCB PNL1 PCB PNL1 PCB PNL1 PCB
DZEC103089 DZEC103575 DZEC102351 DZEC103080 DZEC103436 DZEC103727
Updated 4/01/10
5-6
Model DP-8016P DP-8020P DP-8020E DP-8016P / 8020P
Page in Parts Manual 84 84 84 84
REF NO 2801 2801 2801 2802
if RoHS ---and Non RoHS and Non RoHS
Description SC PCB SC PCB SC PCB SPC PCB
Part Number DZEC104116 DZEC104117 DZEC104118 DZEC104197
DP-8020E DP-8032 DP-8025 DP-8032 / 8025 DP-8060 DP-8045 DP-8035 DP-8060 / 8045 / 8035 DP-8060 / 8045 / 8035 DP-MB350
84 60 60 60 150 150 150 154 154 361
2802 1901 1901 1902 8401 8401 8401 8501 8503 PCB1
SPC PCB SC PCB SC PCB SPC PCB SC PCB SC PCB SC PCB SPC PCB PNL1 PCB Main PCB
DZEC104198 DZEC104242 DZEC104241 PJWPF3380PU PJWPF3152PU PJWPF3151PU PJWPF3150PU PJWPF3154PU PJWPF3153PU PNWP1MB350M
Updated 4/01/10
Subassemblies
5-7
Subassemblies for Color Multifunction If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Model DP-C262 / C322 DP-C264 / C354 DP-C323 / C263 / C213 DP-C213 DP-C262 DP-C263 DP-C264 DP-C322 DP-C323 DP-C354 DP-C354 / C323 / C264 / C263 / C213 / C262 / C322 DP-C354 / C323 / C264 / C263 / C213 / C262 / C322 DP-C354 / C323 / C264 / C263 / C213 / C262 / C322 DP-C405 / C305 / C265 DP-C265 DP-C305 DP-C405 DP-C405 / C305 / C265 DP-C405 / C305 / C265 DP-C405 / C305 / C265 DP-C406 / C306 / C266 DP-C406 DP-C306 DP-C266 DP-C406 / C306 / C266 DP-C406 / C306 / C266 DP-C406 / C306 / C266 DP-MC210 Page in Parts Manual 180 180 180 180 180 180 180 180 180 180 184 REF NO 6401 6401 6401 6402 6402 6402 6402 6402 6402 6402 6505 if RoHS Description SC PCB SC PCB SC PCB EC PCB EC PCB EC PCB EC PCB EC PCB EC PCB EC PCB PNL1 PCB Part Number PJWPF2170PU PJWPF2170SPU PJWPF2170RPU PJWPF2173PU PJWPF2171PU PJWPF217WPU PJWPF217UPU PJWPF2172PU PJWPF217TPU PJWPF217VPU PJWPF217QPU
188
6603
FCB PCB
DZEC103886R
66 154 154 154 154 158 158 162 152 152 152 152 154 154 156 494
1630 6401 6402 6402 6402 6505 6530 6603 6401 6402 6402 6402 6505 1630 6603 PCB1
AFE PCB SC PCB EC PCB EC PCB EC PCB PNL1 PCB AFE PCB FCB PCB SC PCB EC PCB EC PCB EC PCB PNL1 PCB AFE PCB FCB PCB Main Board
PJWPF217BPU PJWPF3310PU PJWPF3311PU PJWPF3312PU PJWPF3313PU PJWPF217QPU PJWPF331BPU PJWPF3192EB PJWPF3300PU PJWPF330CPU PJWPF330BPU PJWPF330APU PJWPF3306PU PJWPF331BPU PJWPF3196EB PNWP1MC210M1
Updated 4/01/10
5-8
Finisher ROMs for the Color Multifunction
Model DA-FS405 Finisher DA-FS402 Finisher DA-FS356 Finisher DA-FS350 Finisher DA-FS325 Finisher DA-FS320 Finisher
Page in Parts Manual 264 ---306 ---306 ----
REF NO 16801 ---16801 ---16801 ----
if RoHS
Description ROM ROM ROM ROM ROM ROM
Part Number PF4117K936 PF4124K913 PF4117K916 PF4124K903B PF4117K309 PF4124K523
The above ROMS can only be purchased from PCRC. Contact PCRC for pricing.
Updated 4/01/10
Subassemblies
5-9
Subassemblies for Scanners If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Model Manual where part is located & Page # KV-S1025C KV-S1020C Series Service Manual Supplement 1 Pg 4 KV-S1025C KV-S1020C Series Service Manual Supplement 1 Pg 4 KV-S1045C Service Manual Pg 130 KV-S2025-26 S2045-46 Series Service Manual Supplement 3 Pg 19 KV-S2025-26 S2045-46 Series Service Manual Supplement 3 Pg 19 KV-S2028C Service Manual Pg 122 KV-S2048C Service Manual Pg 120 KV-S3065C Service Manual Supplement 1 Pg 16 KV-S3065C Service Manual Supplement 1 Pg 16 KV-S3105-S3085 Service Manual Pg 197 REF NO This Part has been substituted from original. Description Part Number
KV-S1020C
56
CONTROL Board
PPB864CHS01A
KV-S1025C
56
CONTROL Board CONTROL Board CONTROL Board
PPB853CHS01A
KV-S1045C
PJWP0B410M
KV-S2026C
42
PPB674CHS24
KV-S2046C
42
CONTROL Board
PPB675CHS24
KV-S2028C
42
CONTROL Board CONTROL Board
PPB905CHS04K
KV-S2048C
42
PPB905CHS04
KV-S3065C
Control Board
PPB747CHS21
KV-S3065C
10
Interface Board
PPB747CHS22
KV-S3105C
71
Lamp Inverter Board
N0ZZ00000015
Updated 4/01/10
5-10
Model
Manual where part is located & Page # KV-S3105-S3085 Service Manual Supplement 1 Pg 32 KV-S3105-S3085 Service Manual Supplement 1 Pg 32 KV-S3105-S3085 Service Manual Supplement 1 Pg 32 KV-S3105-S3085 Service Manual Pg 208 KV-S4085C-4065C Service Manual Supplement 1 Pg 6 KV-S4085C-4065C Service Manual Supplement 1 Pg 6 KV-S4085C-4065C Service Manual Pg 240 KV-S4085C-4065C Service Manual Pg 245 KV-S4085C-4065C Service Manual Pg 245 KV-S4085C-4065C Service Manual Pg 251 KV-S4085C-4065C Service Manual Pg 251 KV-S7065 Series Service Manual Supplement 2 Pg 26 KV-S7065 Series Service Manual Supplement 1 Pg 38
REF NO
This Part has been substituted from original.
Description
Part Number
KV-S3105C
23
INTERFACE Board
PJWP0807MM
KV-S3105C
23
INTERFACE Board
PJWP08131M
KV-S3105C
26
MOTHER Board CONTROL Board
PJWP0807PM
KV-S3105C
29
PJWP0807KM
KV-S4085CW KV-S4085CL
18
CONTROL Board
PJWP099901M
KV-S4065CW KV-S4065CL KV-S4065CW KV-S4085CW KV-S4065CW KV-S4085CW KV-S4065CL KV-S4085CL KV-S4065CW KV-S4085CW KV-S4065CL KV-S4085CL
18
CONTROL Board
PJWP099911M
19
Driver Board AFE FRONT Board AFE FRONT Board AFE BACK Board AFE BACK Board
PJWP09992M
78
PJWP099905A
78
PJWP099915A
145
PJWP099905B
145
PJWP099915B
KV-S7065C
Interface Board
PPB747CHS22
KV-S7065C
19
Control Board
PPB723CHS21
Updated 4/01/10
Subassemblies
5-11
Model
Manual where part is located & Page # KV-S7065 Series Service Manual Pg 218
REF NO 20
This Part has been substituted from original.
Description
Part Number
KV-S7065C KV-SS50EX KV-SS855 KV-SS855 KV-SS855
Driver Board Main Board Lamp Drive Board Motor Drive Board Panel Board
PPB723CHS04 PBAPX18850EX PBAPX196S855 PBAPX201S855 PBAPX208S855
These parts are not on the Subassembly exchange program but can be purchased.
Updated 4/01/10
5-12
Subassemblies for Copiers If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Model FP-350 / D250 / D350F / D250F / D450 / D600 D355 / D455 / D605 FP-D250 / D350 FP-D350F / D250F FP-D450 / D600 FP-D250 / D350 / D355 FP-D450 / D455 / D600 / D605 FP-D450 / D600 FP-D450 / D455 FP-D600 / D605 FP-D250 / D350 FP-D350F / D250F Page in Parts Manual 28 30 125 28 28 30 30 28 28 125 REF NO 7 5 2 5 5 5 30 19 19 11A Description Part Number
System Controller PCB Main CPU PCB Main CPU PCB Main CPU PCB Main CPU PCB Main CPU PCB Image Processing PCB Image Processing PCB Image Processing PCB Printer Controller PCB Fax PCB
FFPWB0617 FFPWB06032 FFPWB06036 FFPWB0655 FFPWB06037 FFPWB0655 FFPWB0656 FFPWB06563 FFPWB06562 FFPWB0637 FFPWB06162
Updated 4/01/10
Subassemblies
5-13
Subassemblies for Printers If a part number does not appear on the following lists, it is not part of the subassembly exchange program, and it must be ordered through the PSTC Parts Department. PSNA is not responsible for typographical errors in part numbers. For current dealer/reseller and out of warranty exchange pricing contact PCRC.
Model DP-CL22 DP-CL22 DP-CL18 DP-CL18 DP-CL21 DP-CL21 KX-CL500 / 510 KX-CL500 / 510 KX-P2624 KX-P3123 KX-P3124 KX-P3624 Page in Parts Manual 293 310 291 308 294 312 291 309 REF NO D17 S4 D17 S4 C3 Q4 C3 Q4 Description Engine Control Board Main Control Board Complete Engine Control Board Main Control Board Complete Engine Control Board Main Control Board Complete Engine Control Board Main Control Board Complete Main Logic Board Main Logic Board Main Logic Board Main Logic Board Part Number PJWP00HQ0M PJWP00HQ2M PJWP00HP0M PJWP00HP2M PJWP1CL500M PJWPCL500M PJWP1CL500M
PJWPCL500M
PJWP1P2624M PJWPP3123M PJWPP3124M PJWPP3624M
Updated 4/01/10
5-14
Notes:
Updated 4/01/10
In-Warranty Repairs
6-1
Section 6
In-Warranty Repairs
Contents
Warranty1 Quick Reference Guide .................................................. 2 Definitions ......................................................................................... 3
Main Unit .................................................................................................... 3 Accessory .................................................................................................. 3 Consumable.............................................................................................. 3 Parts ............................................................................................................ 3
General Warranty1/Service Statement ............................................ 3

Dealer Channel Consumable Warraties 3 Distributor Channel Consumable Warranties 3 Reseller Channel Consumable Warranties 4
Updated 4/01/10
6-2
Warranty1 Quick Reference Guide

Product Facsimile (all UF and DX Series) (Except: UF-7950/6950/5950) Facsimile UF-7950/6950/5950 Panaboard Multifunction [MFP] Only DP-xxxx listed below: DP-MB350 DP-MC210 DP-190 DP-8020/8016 DP-8032/8025 DP-C406/C306/C266 DP-6030/4530/3530 DP-C354/C264 DP-C323/C263/C213 DP-C322/C262 Multifunction [MFP] DP-8060/8045/8035 ONLY Multifunction [MFP] DP-C405/C305/C265 ONLY High Speed Scanner (Except: KV-S3105, KV-SS080) High Speed Scanner (KV-S3105) High Speed Scanner (KV-SS080) Laser Printer Color Laser Printer (DP-CLxx) (Except: DP-CL18 / CL22) Color Laser Printer (DP-CL18 / CL22) DMP MFP/FAX Hard Accessories (i.e. Finisher) MFP/FAX Soft Accessories (i.e. Scan Key)
P = Parts Only
1
Warranty Period 1 year from date of shipment to Dealer/Reseller 1 year from date of shipment to Distributor 120 days from date of purchase by End User
Channel and Warranty To
Coverage Available
Sub-Assy Exchange
Dealer / Reseller Distributor Dealer / Reseller & Distributor
P P P (L*)
Yes Yes No
1 year from date of shipment to Dealer/Reseller
Dealer / Reseller
Yes
See page 6-4 for warranty information See page 6-5 for warranty information 1 Year Exchange/Repair 6 Months on-site for registered units. 90 day Advance Exchange 1 Year Exchange 1 year from date of shipment to Dealer 1 year from date of shipment to Dealer/Reseller 2 Year Exchange, 90 Days Consumable 120 days from date of shipment to Dealer/Reseller or 90 days after installation, whichever comes first 120 days from date of shipment to Dealer/Reseller or 90 days after installation, whichever comes first
P&L = Parts & Labor
Dealer Dealer Dealer & Distributor Dealer & Distributor Dealer / Reseller Distributor Distributor Dealer / Reseller Distributor Dealer / Reseller Dealer / Reseller
P P P&L P&L P P&L P P P&L P
Yes* Yes* Yes Yes Yes Yes Yes Yes Yes No*
RMA
No
The warranty only covers failures due to defects in materials or workmanship, which occur during normal operation to the original purchasing dealer. This warranty does not cover failures due to damage which occurs in shipment or failures which are caused by products (including consumables) not supplied by PSNA or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, faulty installation, modification of service by anyone other than an authorized Panasonic Servicer or damage that is attributable to acts of God. There are no express or implied warranties except as listed above. *L = Labor reimbursement only on machines sold by a distributor and serviced by a dealer *No = Refer to section 5 Subassemblies and ROMs by Part Number to check whether the part is available for Subassembly exchange. *Yes = Excluding the Subassemblies for which individual parts are available separately, and the HDD (Part No.: M0CE00000028); see the Exclusion Table on page 6-4.
Updated 4/01/10
In-Warranty Repairs
6-3
Definitions
Main Unit is a general term used to represent a Multifunction Copier, a Facsimile, a High Speed
Scanner, a Laser Printer, or a Panaboard machine. (Model numbers start with DP, DX, UF, FP, UB, and KV).
Accessory is any attachment (option) that is not included as part of the basic unit. Accessories commonly include components such as ADFs, System Consoles, Paper Feed Units, Equipment Stands, Finishers, and various other Hardware and Software options. (Model numbers start with DA, UE, or supplied through Service Route such as Key Counter Kits, etc.) Consumable is referred to as materials or supplies that get used up in the process of creating printed materials. In multifunctional units for instance; the Paper, Toner, Toner Waste Containers, Developer, OPC Drums, Staples, PM Kits would be examples of the consumables. (Model numbers start with DQ, FQ, and UG) Parts are referred to as individual parts that do not appear in the subassembly exchange program list (see Section 5 of the Service Information Guide), and must be ordered through the PSTC Parts Department. 1
General Warranty /Service Statement
Panasonic System Networks Company of America, a Unit of Panasonic Corporation of North America (PNA) will support your customers new Panasonic Product by providing the support necessary for the repair in the event of a failure during its warranty period. The warranty period varies by product group and model. To determine the warranty period for a specific product, please use the Warranty Quick Reference Guide on the previous page. The guide provides the Warranty Period, and to whom the warranty is extended. All warranty periods begin on the date of original purchase and are extended to the original purchaser, unless otherwise stated [e.g. MFP Copiers, the warranty is extended to the dealer/reseller, not the customer.]. A purchase receipt [PSNA Invoice] or other proof of purchase showing the date of the original purchase is required before any warranty service can be rendered.
1
The warranty only covers failures due to defects in materials or workmanship, which occur during normal operation to the original purchasing dealer. This warranty does not cover failures due to damage which occurs in shipment or failures which are caused by products (including consumables) not supplied by PSNA or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, faulty installation, modification of service by anyone other than an authorized Panasonic Servicer or damage that is attributable to acts of God. There are no express or implied warranties except as listed above.
Dealer Channel Consumable Warranties: PSNA will credit Dealer Channel accounts [see Warranty Quick Reference Guide to check model] for defective consumables for 90 days from the date of original purchase. Please see section 4-2 for the policy regarding the return of consumables, as dealers are required to obtain an RMA from the Order Entry Department before they can return any defective consumable. Distributor Channel Consumable Warranties: PSNA will replace Distributor Channel [see Warranty Quick Reference Guide to check model] for defective consumables free of charge for 90 days from the date of original purchase. The unit must be in-warranty and all exchanges will require proper proof of purchase. Please see section 4-5 for the policy and form regarding the return of consumables.
Updated 4/01/10
6-4
Reseller Channel Consumable Warranties: Please see section 4-4 for the policy regarding the return of consumables, as Resellers are required to obtain authorization from their appropriate Distributor before they can return any defective consumable. MFP/FAX Service - PSNA warrants to the Authorized DEALER/RESELLER ONLY that each MFP/FAX machine which is sold to the DEALER/RESELLER shall be free from defects in materials, design or workmanship for a period of one year from the date of shipment (invoice) of such unit to the DEALER/RESELLER.
DP-8060/8045/8035 Warranty Due to current economic conditions and unexpected challenges we are experiencing, Panasonic System Networks Company of America has decided to modify the warranties on select products which are listed below: DP-8035, DP-8045 and DP-8060 main units will be provided with a one (1) year warranty starting with the following serial numbers: Regular Models: DP-8035 S/N LHP50N00001 DP-8045 S/N LHP50P00001 DP-8060 S/N LHP50Q00001 GSA Models: DP-8035 PUG S/N LHG56200001 DP-8045 PUG S/N LHG56300001 DP-8060 PUG S/N LHG55R00001
PSNA will continue to honor the existing three (3) year warranty on the DP 8035, DP-8045 and DP-8060 main units manufactured prior to the serial number cutoffs listed above.
Models DP-8060/8045/8035 previous (3) years warranty is from the date of shipment (invoice) to the DEALER only. (Excludes Subassemblies for which individual parts are
available separately, and the HDD (Part No.: M0CE00000028); see the Exclusion Table below).
DP-8060/8045/8035 Warranty Excluded Subassemblies

#
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
Ref. No.
3011 2241 2241 2238 2238 2121 2121 2751 330 330 330 422 537 1425 1425 1632 1851 1851
Part Number
PJZVF2753PU DZHP010118 DZHP010119 DZHP008313 DZHP009209 DZHP009217 DZHP009218 DZTY000349 PJYPF3150PU PJYPF3151PU PJYPF3152PU PJZVF2758PU PJZVF2759PU PJZYF3150PU PJZYF3151PU PJZYF3152PU PJZYF3155PU PJZYF3156PU
Part Name
Feed Assy Upper Paper Exit Guide Assy Upper Paper Exit Guide Assy Lower Paper Exit Guide Assy Lower Paper Exit Guide Assy Upper Separator Assy Upper Separator Assy Drum Gear Kit Control Panel Assy Control Panel Assy Control Panel Assy Original Tray Unit Paper Feed Unit Hopper Unit Hopper Unit Developer Unit Corona Unit Corona Unit
Unit
Paper Feed Module System Console Fuser Unit Fuser Unit Fuser Unit Fuser Unit Fuser Unit Fuser Unit Drive Unit Control Panel Control Panel Control Panel ADF ADF Hopper Unit Hopper Unit Developer Unit Drum Unit Drum Unit
Remarks
For DP-8060/8045 For DP-8035 For DP-8035 For DP-8060/8045 For DP-8060/8045 For DP-8035 For DP-8060 For DP-8045 For DP-8035
For DP-8060 For DP-8045/8035 For DP-8060 For DP-8045/8035
Updated 4/01/10
In-Warranty Repairs
6-5
#
19 20 21 22 23 24 25
Ref. No. 1852 1852 2035 2035 2352 2363 3415
Part Number
PJZYF3153PU PJZYF3154PU PJZSF2754PU PJZSF2755PU PJZYF2753PU PJZYF2759PU M0CE00000028
Part Name
Drum Unit Drum Unit Fuser Unit Fuser Unit Corona Unit 2 Corona Rear Base Assy Hard Disk Drive Unit
Unit
Drum Unit Drum Unit Fuser Unit Fuser Unit AD Unit AD Unit HDD
Remarks
For DP-8060 For DP-8045/8035 For DP-8060/8045 For DP-8035
1 Year Warranty
DP-C405/305/265 Warranty Due to current economic conditions and unexpected challenges we are experiencing, Panasonic System Networks Company of America has decided to modify the warranties on select products which are listed below. DP-C265, DP-C305 and DP-C405 main units will be provided with a (1) year warranty starting with the following serial numbers: Regular Models: DP-C265 S/N LHP6AZ00001 DP-C305 S/N LHP6BA00001 DP-C405 S/N LHP6BB00001 GSA Models: DP-C265 PUG S/N LHG6FV00001 DP-C305 PUG S/N LHG6FU00001 DP-C405 PUG S/N LHG6FT00001
PSNA will continue to honor the existing five (5) year warranty on the DP-C265, DP-C305 and DP-C405 main units manufactured prior to the serial number cutoffs listed above.
Models DP-C405/C305/C265 previous five (5) years is from the date of shipment (invoice) to the DEALER only. (Excludes Subassemblies for which individual parts are
available separately, and the HDD (Part No.: N3CBBTB00018); see the Exclusion Table below). The table is to be used for reference only, and should not be considered the determining factor for warranty claims. This table is subject to change without notice.
DP-C405 Warranty Excluded Parts and Subassemblies

# 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Ref. No. 422 537 1224 1330 1336 1840 1841 3240 4018 4425 4815 4926 4927 5701 5811 6132 101 Unit ADF ADF Control Panel Control Panel Control Panel Paper Feed Paper Feed IT Unit HDD Mech. Counter Fuser (PM) Fuser (PM) Fuser Toner Waste Drive Unit Drive Unit Cover Assembly Part Number PJZVF3310PU PJZVF331142 PJZEF217TPU CR2032 PJWDF2170PU PJZVF2760PU PJZVF2761PU PJZEF2171PU2 N3CBBTB00018 PJWEF2170PU PJZSF3311PU PJZSF3313PU PJZSF3312PU PJZWF2173PU PJZWF3310PU PJZWF3315PU PJKZC0016Z Part Name Unit, Original Tray Paper Feed Unit Control Panel Assembly Battery LCD Module Set Assembly, 1st Feed Assembly, 2nd, 3rd, 4th Feed IT Unit Hard Disk Drive Mechanical Counter Kit Complete Fuser Unit Fuser Belt Unit Fuser Main Unit Unit, Waste Toner Drive Main Drive Unit Fuser Drive Unit Cover, Rear Scanner SIG 2010 Version 5.2
Updated 4/01/10
6-6 # 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63
Service Information Guide Ref. No. 102 103 104 105 201 202 203 204 205 206 207 208 209 210 211 212 213 301 302 303 304 305 306 307 3418 2535 3419 3546 3635 6007 2401 2402 1834 3003 1922 3111 1911 3005 3012 1926 511 508 610 Unit Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly Cover Assembly IT Unit STR Unit IT Unit IT Unit IT Unit Drive Unit Upper Right Side Cover Unit Upper Right Side Cover Unit Paper Transportation Bypass Paper Feed Bypass Paper Feed Bypass Bypass Paper Feed ADF ADF ADF Finisher Finisher Punch Unit Part Number PJKZC0012Z PJKZC0019Z PJKZC0015Z PJKZC0014Z PJKZC0003Z PJKZC0002Z PJKNC0007C PJKPC0029Z PJKZC0008Z PJKZC0007Y PJKZC0009Z PJKZC0010Z PJKZC0004Z PJKPC0028Z PJKZC0005Z PJKCC0002Y PJKZC0018Z PJKZC0006Z PJKZC0021Z PJKZC0011Y PJKZC0022Z PJKZC0067Z PJKZC0029Z PJKZC0069Z PJZEF2172PU1 PJZEF2176PU PJZEF2173PU2 PJZEF2174PU PJZEF2175PU PJDGC0107Z PJDRC0037Z PJDRC0038Z PJZRF3310PU DZLA000293 DZLA000296 DZLA000295 DZLA000354 DZLA000294 DZLA000299 DZLA000292 PJDRC0091Z PJDRC0137Z PJDRC0093Z GH03-7811 4G1-4268-000 YA1020K251 Part Name Cover, Center Scanner Cover, Right Lower Scanner Cover, Right Scanner Cover, Left Scanner Cover, Inner Rear Cover, Exit Cover, Inner Stack Cover, Connector Cover, Right Side Rear Cover, Right Side Front Cover, Top Cover, Lower Cover, Front Right Cover, Counter Cover, Front Left Cover, Door Door, Inner Cover, Left Cover, Left Upper Cover, Right Rear Cover, Left Rear Assembly, Rear Plate Cover Cover, Lower Rear Cover, Rear Cleaning Blade Assembly STR Assembly IT Belt First Transfer Roller Drive Roller Brush Assembly IT Drive Gear Roller, Exit Roller, Feed Roller, Upper / Lower Intermediate Roller Feed Roller, Bypass Roller, Paper Feed Roller, DFP Roller, Reverse Roller, Pickup F Roller, Pickup R Roller, Pickup Roller, Pickup Roller, Paper Feed Roller, Separation Stapler Stapler Puncher Assembly
16900
Updated 4/01/10
In-Warranty Repairs
6-7
In the event that a MFP machine shall prove to be defective in materials, design or workmanship during the warranty period, PANASONIC shall, at the sole discretion of PANASONIC, either provide the DEALER with the parts required to repair said defective photocopy machine or credit the DEALER'S account for the cost of the part to the DEALER of the same from PANASONIC. PSNA makes no warranties, guarantees or representations express or implied, to the customer with respect to any Panasonic copier, included but not limited to any implied warranty of merchantability or fitness for a particular purpose. PSNA assumes no risk and shall not be subject to liability for any damage, including, but not limited to, direct/indirect/special/incidental or consequential damages or loss of profits sustained by the customer in connection with the use or application of the Panasonic copier. a. FAX - PSNA warrants to the DEALER ONLY that each unit sold to him shall be free from defects in materials, design or workmanship for a period of one (1) year from the date of shipment (invoice) to the DEALER. b. Panaboard - PSNA provides service to end users/purchasers through the PSNA warranty claims filing system for authorized servicers. The warranties extended by PSNA pursuant to this paragraph do not extend to any person or party other than the DEALER/DISTRIBUTOR, who is expressly prohibited from extending any warranty on the products on behalf of PSNA to any other person/party. The DEALER/DISTRIBUTOR agrees to extend its own warranty or warranties, subject to PSNA approval, to each customer who purchases the products from them, which warranty or warranties shall, at a minimum, provide that the customer be supplied with all necessary parts and labor to effect repairs free of charge for not less than ninety (90) days following installation at their business. These warranties only cover failures due to defects in materials or workmanship that occur during normal operation of the product by the original purchaser. They do not cover: failures due to damage which occurs in shipment or failures which are caused by products not supplied by PSNA, or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, faulty installation, modification or service by anyone other than an authorized Panasonic Dealer/Distributor, or damage that is attributable to acts of God. There are no express warranties except as stated here. Limits and Exclusions: Repair or replacement of the Panasonic product shall be the sole remedy of the consumer. All other claims for incidental or consequential damages, such as, but not limited to, profits, are excluded. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusion or limitation may not apply to you. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state. If a problem with your customer's Panasonic product develops during or after the warranty period, he/she should contact their authorized Panasonic Dealer/Servicer. If they are unsatisfied with the handling of the problem, they may write to Panasonic System Networks Company of America, Three Panasonic Way, 2F-4, Secaucus, NJ 07094. This service is not to be construed as modifying or extending the limited warranty described above.
Updated 4/01/10
6-8
Notes:
Updated 4/01/10
Customer Support
7-1
Section 7
Customer Support
Contents
Technical Support Hotline ............................................................... 2
Before Calling the Hotline: ...................................................................... 2
One Point of Contact for Dealers ONLY ......................................... 3 Technical Support Numbers for Customers .................................. 3 National Account Program: ............................................................. 3 Reseller Technician Support Hotline.............................................. 4
Before Calling the Hotline: ...................................................................... 4
Updated 4/01/10
7-2
Technical Support Hotline

Panasonic System Networks Company of America provides technical support for all PSNA products. Hours are 9:00 AM to 7:00 PM Eastern Time for most office products and 9:00 AM to 5:00 PM Eastern Time for computer peripheral end-user support only. The Technical Support Hotline is an essential source of information for all trained dealers. It is critical that this support mechanism operates as efficiently as possible, so that we may provide rapid responses to all callers. Therefore, we ask for your cooperation in following a few guidelines to help us provide this service in the most timely, costefficient manner possible. Standard procedures require that our Technical Support Specialists obtain specific information regarding each call, to aid in tracking machine problems and solutions. 1. Type of equipment, model number, serial number, and meter reading, if applicable 2. Description of the customer's complaint 3. A list of attempted repairs and the assemblies that were checked or replaced to correct the problem 4. List all voltage meter readings or other measurements that you have taken Before Calling the Hotline: 1. Only qualified, trained personnel can call for assistance 2. Attempt to repair the equipment before calling. 3. Request assistance from your Supervisor or a more experienced technician prior to calling the Hotline. 4. Call from the customer site and ensure that you are equipped with all the necessary information, service manuals, schematics, tools and test equipment. 5. Please have the type of equipment, model number, serial number and meter reading, if applicable. 6. For assistance on network connected models, the following is required before calling: a. Site Survey. b. Printout of the system configuration. c. Pentium laptop with Windows 2000 or later, and a configured Ethernet card. d. Crossover cable. e. CD with NIC Utilities. f. Word processing program, print drivers, and a WEB Browser loaded on the laptop. 7. If our Technical Support Specialist is unable to help you resolve the problem, he will contact your Field Support Specialists and arrange for him to contact you about the machine.
Updated 4/01/10
Customer Support
7-3
One Point of Contact for Dealers ONLY

Authorized dealers can reach the Technical Support Hotline for all products by calling 1-877-463-2895 and entering the information from the chart below as requested by the prompts. 1. Dealer ID Number 2. Call Type 3. Product Group
Pin Number Dealer ID Number 1-877-463-2895 Call Type 1. Technical Support 2. Network Support 3. Technical Training 4. Tech Link Product Menu 1. Multifunction 2. Fax 3. Copiers 4. Color Copiers 5. Color Laser Printers 6. Scanners 7. Panaboards
Technical Support Numbers for Customers

Product Color Laser Printer / Scanner / Multimedia End User National Accounts Numbers 800-PANASYS (1-800-726-2797) 1-800-449-8989
National Account Program:

To ensure that National Account Customer is getting proper service, please follow these guidelines. 1. All Servicing Dealers are requested to service equipment within 8 (eight) hours, unless stated differently on their contract. 2. Upon receipt of an SRA, Dealers are required to fax a confirmation that the SRA was received to 1-201-392-6117. 3. Upon completion of the repair, the servicing technician must complete the SRA, have it signed by the customer and fax it immediately to 1-201-392-6117. This will allow credit to be issued in a timely manner.
Updated 4/01/10
7-4
Reseller Technician Support Hotline

Reseller Technical Support Hotline is provided by the appropriate authorized Distributor. It is critical that this support mechanism operates as efficiently as possible, so that the Distributor may provide rapid responses to all callers. Therefore, the Distributors ask for your cooperation in following a few guidelines. Standard procedures require that the Distributors Technical Support Specialists obtain specific information regarding each call, to aid in tracking machine problems and solutions. 1. Type of equipment, model number, serial number, and meter reading, if applicable 2. Description of the customer's complaint 3. A list of attempted repairs and the assemblies that were checked or replaced to correct the problem 4. List all voltage meter readings or other measurements that you have taken Before Calling the Hotline: 1. Attempt to repair the equipment before calling. 2. Request assistance from your Supervisor or a more experienced technician prior to calling the Hotline. 3. Call from the customer site and ensure that you are equipped with all the necessary information, service manuals, schematics, tools and test equipment. 4. Please have the type of equipment, model number, serial number and meter reading, if applicable. 5. For assistance on network connected models, the following is required before calling: a. Site Survey. b. Printout of the system configuration. c. Pentium laptop with Windows 2000 or later, and a configured Ethernet card. d. Crossover cable. e. CD with NIC Utilities. f. Word processing program, print drivers, and a WEB Browser loaded on the laptop.
Updated 4/01/10
Service Training
8-1
Section 8
Service Training
Contents
On-Site Training................................................................................ 2 E-learning .......................................................................................... 3 E-learning Enrollment Form ............................................................ 4
Updated 4/01/10
8-2
On-Site Training
On-site training is training held at locations other than the Panasonic Training Facilities, such as a dealership. The following criteria must be met. All requests for on-site training must be made to Field Service Specialist at least 6 weeks prior to the planned training date. The product to be trained on must be purchased and supplied by the requesting party. PSNA will not supply the equipment. A minimum of one machine per each two technicians is required. A flat rate of $2,500.00 will be charged to cover the instructors travel, lodging and student materials. The maximum number of technicians attending the class is 10. PSNA will supply all student materials, including Service Manuals, Handbooks, Torano-Makis and Student Guides. The requesting dealer must prepare and supply the following: An appropriate area to be used as a classroom LCD Projector Tools/Test Equipment Power Requirements Network Facilities Laptops must be networked the day before training is scheduled to begin o Each technician must have their own laptop computer o o o o o When the request for training has been approved, the dealer must submit a Purchase Order for $2,500.00 to PSNA. The dealership will be invoiced this amount, which must be paid in full at least two weeks prior to the day training is scheduled to begin. If a class is cancelled by the dealership with less than 25 days notice before training is scheduled to begin, the dealership is responsible for any expenses already incurred by PSNA. For more information, contact: PSNA pddcsvctrain@us.panasonic.com
Updated 4/01/10
Service Training
8-3
E-learning
PSNA is excited to announce E-Learning, our new web based Training program. Service training and other useful courses can now be taken over the internet. Our intention is to enhance the overall training level of your staff. Having a better trained staff raises your professionalism in the eyes of your customer and can offer the following benefits: Lower your service costs by reducing repeat service calls and wasted parts. Improved customer satisfaction. Higher level of customer retention.
E-Learning is not intended to be a substitute for formal training, and a formal training certificate will not be awarded for completing the course, but it can be very useful for the following reasons: New models are often released that are improved versions of earlier models. Elearning covers all of the updated features, options, utilities, and network features. Technicians who have never seen PSNA products before now have a way to become familiar with both the machine and its features. A better trained staff gives you more flexibility while responding to your customers needs.
To enroll in our new E-learning program, simply complete the form and follow the instructions on the following page. Courses will be created on an ongoing basis and a list of classes can be found on Tech Link under the Service Training menu.
Updated 4/01/10
8-4
E-learning Enrollment Form
Students Name Students E-mail Address Dealer Name Dealer/Reseller Account Number Service Manager Name Service Mgr. E-mail Address Dealer Address (Main) Dealer Address (Branch) Dealer Phone Number Dealer Fax Number
1. 2. 5. 3. 6.
Course Selection(s)
4.
To enroll in the E-learning program, complete this form and email it to: PCCNA_NSG@us.panasonic.com. You will be sent an email containing a link to the course, a log in ID, user name and password. There are tests involved, and a score of 80 or above is needed to pass. You should have the Service Manual and Torano Maki with you when you take the course and with some training the Operators Manual will also be required. These manuals can be downloaded from the TeckLink Site. Once you pass the course, information will be updated in our training database to reflect your achievement. Please remember that E-learning is not considered formal training and you will not be able to obtain a certificate from Tech Link.
Updated 4/01/10
Key/National Account Program 9-1
Section 9
Key/National Account Program

Contents
Selection............................................................................................. 2 Training Level .................................................................................... 2 General Requirements/Policies........................................................ 3 Warranties .......................................................................................... 6 Facsimile......................................................................................... 6 MFP ................................................................................................. 6 Panaboard ...................................................................................... 6 In-Warranty Reimbursement Rates for Panaboard......................... 6 Requesting Dealer/Reseller Support (SRA) .................................... 7 Completing the Service Request Authorization Form (SRA) .......... 7
Updated 4/01/10
9-2
Selection
Key/National Account Program Authorized Representatives are selected from among authorized Copier, Panaboard and Facsimile Dealer/Resellers/Reseller at the sole discretion of the PSNA Sales and Service Departments. Service Ability Our evaluation is based on our assessment of the ability of the Dealer/Reseller to: (a) Install and service rental equipment in accordance with the Dealer/Reseller criteria outlined in the Key/National Account Program manual; (b) Provide warranty service to fulfill the warranties made by PSNA in the cases of purchase and conversion from rental to purchase; and (c) Provide Key/National and GEM Accounts with satisfactory maintenance service. Particular weight will be given to the caliber of service at the Dealership/Reseller and an assessment of the Dealership's/Resellers ability to expand its service capability in response to increased field machine population. In this regard, a critical factor will be the factory training status of Dealer/Reseller service personnel, field reports by PSNA Field Service Specialists and customer complaint handling. Other factors for consideration include the adequacy of Dealer/Reseller service procedures and equipment performance records, parts inventory policies and the ability to work cooperatively with PSNA Key/National Account Program Administration. Failure to comply with PSNA Key/National Account Program policies are grounds for termination from the PSNA Key/National Account Program Authorized Representative Agreement. If Dealer/Reseller is not supportive of program, PSNA can remove Dealer/Reseller from program at sole discretion.
Training Level
In order for a Dealer/Reseller to participate in the PSNA Key/National Account Program, at least two (2) trained service technicians on the entire PSNA product line, respectively, must be employed continuously at each service location of a Key/National Account Program Authorized Representative. Dealer/Resellers who do not presently meet this requirement should register students for training. (In view of the special service requirements and possibilities of rapid expansion of service staff to meet placements, it is strongly recommended that in addition to what is required in the preceding paragraphs, Dealer/Resellers have at least 25% of all current copier, Panaboard and facsimile service technicians factory trained on each copier, Panaboard and fax offered to Key/National and GEM Accounts.
Updated 4/01/10
9-3
General Requirements/Policies
Service Administration The Dealer/Reseller service department should have in place or adopt policies and procedures that will provide control over all aspects of Copier, Panaboard and/or Facsimile service operations and administration. It is the Dealer/Reseller's obligation to provide fast, courteous, and efficient service to Key/National and GEM Account customers and to make every reasonable effort to enhance the image and reputation for reliability of the product line. Targeted Call Response/Up-Time The Dealer/Reseller will perform preventative maintenance (PM) at the recommended intervals as stated in the various Service Data and Technical Bulletins issued by PSNA. It is strongly recommended that the Dealer/Reseller utilize the PM Kit Program. All Parts and Consumables must be Panasonic. Preventative Maintenance The Dealer/Reseller will perform preventative maintenance (PM) at the recommended intervals as stated in the various Service Data and Technical Bulletins issued by PSNA. It is strongly recommended that the Dealer/Reseller utilize the PM Kit Program. All Parts and Consumables must be Panasonic. Equipment Modifications It may be necessary from time to time to incorporate modifications in the various models of Panasonic copiers, Panaboards, facsimiles and accessories. If parts are required, they will be sent to the Dealer/Reseller, at no charge, in sufficient quantity to modify all Key/National and GEM Account placements under rental machines and sold machines with Equipment Maintenance Agreements serviced by that Dealer/Reseller. All such modifications are to be considered mandatory and must be installed promptly (this period not to exceed 30 days from the receipt of the Service Information Bulletin and/or parts). If an insufficient number of parts is received to cover all Key/National or GEM Account placements, the Dealer/Reseller should immediately contact Key/National Account Program Administration located in Secaucus, New Jersey. Unauthorized Modifications or Alterations No modifications or alterations of any type are to be made to Panasonic copiers, Panaboards, facsimiles, or accessories covered by the PSNA Key/National Account Program without written authorization from Key/National Account Program Administration. PSNA will not accept any responsibility for unauthorized alterations or modifications. Liability incurred due to customer claims will lie exclusively with the servicing Dealer/Reseller. Any labor or parts costs incurred on any Key/National and GEM Account unit or accessory made necessary by unauthorized modification or alteration will be borne by the servicing Dealer/Reseller. Incorporation of unauthorized modifications, parts or consumables or alterations will be
Updated 4/01/10
9-4
grounds for termination by PSNA of the Key/National Account Program Authorized Representative from the Key/National Account Program. Courtesy Visits We may elect to have PSNA service personnel pay courtesy visits to Key/National and GEM Accounts for the purpose of ensuring customer satisfaction with the equipment and service. Dealer/Resellers may be notified in advance of these courtesy visits and given the opportunity to participate in them. Use of PSNA Parts/Supplies Dealer/Resellers will use only genuine Panasonic brand parts and supplies on rental equipment, units under a PSNA Equipment Maintenance Agreement, and in-warranty units, and are recommended to do the same on purchased equipment. The Dealer/Reseller's service department must have in place or adopt policies and procedures that will provide proper parts stock levels and inventory control to fully support the equipment and accessories being serviced. Consumable Items For Facsimile are all paper, toner, drums, lamps, light bulbs, rollers, transmit verification stamps, felt, cleaning pads, transparencies, document carriers, toner disposal bottles, and ink cartridges. MFP consumables are paper, toner, and developer. Service Notification NAP Customer Support Center: All Key/National Account Program customers can call the PSNA Technical Support Hotline for service support. The PSNA Technical Support Hotline will make an attempt to resolve the customer's problems over the phone. If the unit is under a PSNA warranty, rental or EMA contract, the PSNA Technical Support Hotline will then fax a copy of the Service Request Authorization (SRA) form to the assigned Key/National Account Program servicing Dealer/Resellership. If the customer is not covered by any warranty, they will be asked to call the closest authorized Key/National Account Program servicer or the closest authorized servicing Dealer/Resellership. Dealer/Reseller: The Dealer/Reseller will receive the SRA form and complete the call at the customer location. The Key/National Account Program servicing Dealer/Resellership will immediately fax the completed SRA form to the PSNA Technical Support Hotline at 1-201392-6117. The Dealer/Reseller will receive a $125.00 credit for the service call if it is a unit still under the PSNA Warranty between day 91 and day 365. To include rental units, EMA units, and warranty units still under the 90-day warranty period, no other credits will be applied. Parts It is the Dealer/Reseller's responsibility to supply parts for all calls. No credit will be given for recalls or incomplete service calls due to the Dealer/Reseller's parts availability. It is also highly recommended that the Dealer/Reseller takes advantage of the PSNA Preventative Maintenance (PM) Kit Program for MFPs. This program allows the Dealer/Reseller to purchase all PM items at a reduced rate.
9-5
Once the Dealer/Reseller has been dispatched to the call via the SRA he can receive preshipment of any exchange part that he requires to resolve the problem. The Dealer/Reseller must contact the Panasonic Communication Repair Center (PCRC) in Suwanee, GA and order a pre-shipment of the part exchange by faxing a copy of the Parts Request form. Upon shipment the Dealer/Reseller will be billed the Dealer/Reseller Price for the part. Provided the part is returned in 15 days with the proper documentation, the Dealer/Reseller will receive 100% credit for an in-warranty part and the difference between the O/W Exchange price and the Dealer/Reseller price for an out-of-warranty part. Credit for a part returned within 15-30 days will be reduced by 15% of the Dealer/Reseller Price. Parts returned over 30 days will receive no credit. When the repair is completed the defective item must be returned to the Panasonic Communication Repair Center (PCRC) in Suwanee, GA to complete the transaction. If the item is not returned within 30 days the Dealer/Reseller will be charged for the replacement of the item (Dealer/Reseller Price). Equipment Maintenance Agreements (EMA) PSNA will only accept EMAs sold to Key/National Account and GSA GEM customers. The possible exception to that will be potential Key/National Account Program customers, and Key/National Account Program sales and service personnel will determine this validity. No Key/National Account Program or Dealer/Reseller Sales Personnel will receive commissions for the sale of EMAs. General Equipment to be installed at a customer location will be delivered from the servicing Dealer/Reseller's inventory. The initial impression formed by the customer of the equipment being installed is critical to the ongoing relationship between the servicing Dealer/Reseller and the customer. Therefore, it shall be a policy that, except where impractical, equipment must be set up and made ready for installation at the Dealer/Resellership prior to delivery to the customer. Key Operator Training A properly trained Key Operator is essential in reducing service calls. Every effort must be made by the Dealer/Reseller to develop a Key Operator program in connection with each placement. Servicing Dealer/Resellers should request from the customer a designated Key Operator(s) for each placement. The Dealer/Reseller should train such person(s) in the basic operation of the equipment, and in the performance of routine maintenance such as addition of supplies, clearing jams, general equipment cleanliness, etc. Training should be at the customer's location.
Updated 4/01/10
9-6
Warranties
Facsimile 1. Customer (Purchase) - 12 month parts warranty from date of installation, all parts are covered except consumable items. 2. Customer (Rental) - parts and labor for the full term of the rental, except consumable items. 3. Customer (Conversion) - units on rental less than 12 months will receive the remaining term of that 12 month period as a warranty. Units over 12 months on a rental contract receive no warranty. 4. PSNA commitment to the Dealer/Reseller for (Purchased) equipment is 12 months parts from the date of installation. A credit of $125.00 is given per call for those dispatched by the PSNA Technical Support Hotline to the Dealer/Reseller for labor from the period of day 91 through 365. The parts warranty is through an exchange basis with the Panasonic Communication Repair Center (PCRC) in Suwanee, GA for all parts except consumable items. 5. PSNA commitment to the Dealer/Reseller for a (Rental) unit is a monthly credit to reimburse the Dealer/Reseller for parts and labor for the full term of the rental. The warranty for parts is for 30 days from date of installation, on an exchange basis through the Panasonic Communication Repair Center (PCRC) in Suwanee, GA. MFP 1. 90 days from date of purchase or 120 days after date sold to Dealer/Resellers, whichever comes first for parts only Panaboard 120 days parts
In-Warranty Reimbursement Rates for Panaboard

In-warranty reimbursement rates include a $125.00 flat rate per service call, as well as travel reimbursement according to the following rate schedule: 0-15 miles 16-50 miles 51-75 miles 76 miles or more None $ 35.00 60.00 85.00
If no on-site service is available, the end-user will be given the option of re-boxing the unit in its original packaging material and shipping it prepaid (including insurance), to the nearest servicing Dealer/Reseller. PSNA will pay for return shipping and insurance, as well as reimburse the Dealer/Reseller a $125.00 flat in-warranty servicing fee.
Updated 4/01/10
9-7
All other PSNA requirements for on-site, in-warranty service and claim processing will remain in effect. Claim forms must be sent to PSNA Warranty Claims, along with a copy of the customer proof of purchase, in order to establish the warranty period. All other existing terms and conditions as outlined in the Service Information Guide remain in effect.
Requesting Dealer/Reseller Support (SRA)

When PSNA desires service support from a Dealer/Reseller, PSNA initiates the Service Request Authorization (SRA) and transmits it to the servicing Dealer/Reseller. This form must be completed by the servicing Dealer/Reseller's technician, signed by the customer, and faxed immediately to the PSNA Technical Support Hotline at (201) 392-6117. Completing the Service Request Authorization Form (SRA) Dealer/Reseller Account No. - Account # of Authorized servicing Dealer/Reseller. Notification No. - Number assigned by PSNA. To - Authorized servicing Dealer/Resellership's information. Equipment Address - Customer and equipment information. Call Type - Requested type of service. Parts Order Section - Parts needed to complete call. Symptom Problem unit is having. Recommended Service - What we recommend for repair. Item 1 - Special instructions. Service Performed Indicate what services the Dealer/Reseller technician performed. Work Start - Time and date work started. Work End - Time and date work ended. Call Status - Is the call complete? Technician Signature - Dealer/Reseller technician's signature and date. Customer Signature - Customer's authorization and date. The Dealer/Reseller will receive a $125.00 credit for calls when stated on SRA. PSNA will pre-ship parts for PSNA calls only. The Dealer/Reseller must order parts through PSTC or the PSNA Panasonic Communication Repair Center (PCRC) Suwanee, GA. Complete this document and fax it to the PSNA Technical Support Hotline. Send a copy of the SRA with the defective part for credit to PSNA 2nd Inventory/Returns using the form on page 3-10. If the part was procured from Panasonic Communication Repair Center (PCRC) Suwanee, GA, return it to this facility using a Sub-assembly exchange form or the return Preship forms received when the part was ordered, and include a copy of the SRA.
Updated 4/01/10
9-8
Notes:
Updated 4/01/10
PSNA Business Telephone Technical Support and Troubleshooting
10-1
Section 10 PSNA Business Telephone Technical Support and Troubleshooting

Contents
Technical Support / Troubleshooting............................................. 3
Tier 1 ............................................................................................................ 4 Tier 2 ............................................................................................................ 4 Tier 3 ............................................................................................................ 5 Engineering................................................................................................ 5
Technical Support Process Flow .................................................... 6

Call Logging .............................................................................................. 6 Escalation Information Required by PSNA BTS Tier 3 Technical Support ....................................................................................................... 7 Reported Problem Information .............................................................. 7 Escalation Severity.................................................................................... 7 Useful Escalation Information.................................................................. 8 Case Closure Principles for PSNA BTS Tier 3 .......................................... 9
Escalation Management and Communication ............................... 9

PSNA BTS Tier 3 Escalation Update to Distributors / Dealers .............. 9 PSNA BTS Tier 3 Case Update to End Users ........................................... 9 PSNA BTS Tier 3 Customer Site Visits........................................................ 9 Direct Calls from End Users.................................................................... 10 Escalations Review ................................................................................. 10 Management Escalation Points for PSNA BTS Tier 3 .......................... 10 PSNA BTS Technical Escalation Tickets ................................................ 10 Helpful Websites...................................................................................... 10
PSNA BTS Product Specific Escalation Information .................. 11

Essential Information............................................................................... 11 PSNA BTS Voice over IP (VoIP) & Network Issues ............................... 11 Essential Information............................................................................... 11 Panasonic Voicemail or Auto Attendant Related Issues................. 12 Essential Information............................................................................... 12 Panasonic User Application related Issues......................................... 12
10-2
Essential Information............................................................................... 12 PSNA BTS CTI (TAPI) Issues ...................................................................... 13 Essential Information............................................................................... 13 Useful Information ................................................................................... 13
Alarms and Traces for Panasonic PBX Systems ........................ 13
Updated 4/01/10
10-3
Technical Support / Troubleshooting

PSNA BTS distributes products through a two tier distribution model. As a certified PSNA BTS dealer, we want to ensure you are familiar with the technical support process and the expectations we have of you, your distributor and what you can expect from the PSNA BTS technical support team. Below are the details on the activities expected to be undertaken at each stage of the technical support model. PSNA BTS has a group of Tier 3 technical support specialists in place to support the distributor and dealer network with post sales issues on the PSNA BTS products portfolio, which include: 1. KX-TA824 2. TAW848 3. TDA, TDE 4. NCP and TVA 5. Communications Assistant End user customers will be expected to call their PSNA BTS certified dealer for first contact Tier 1 technical support. Following is a description of the different tiers of technical support including suggested escalation times. Discontinued Panasonic Product Support Panasonic does not provide live telephone technical support for the following products: VA-System KX-T-System KX-TA 1232 KX-TA 308 KX-TA 624 KX-TD 1232 KX-TD 308 KX-TD 500 KX-TD 816 KX-TVS System
These products have been withdrawn from sales for a number of years. Support for these products will be provided to the registered Dealers through BTSDealer.com. Support for these products includes on line documentation and Frequently Asked Questions (FAQs). Dealers seeking technical support at the PSNA BTS Technical Support Center will be referred to the web site. Panasonic encourages dealers to upgrade current customers with these systems to current products. These current products offer more capability and growth for customers. If you have questions about this announcement, please contact your Panasonic Regional Territory Manager or the PSNA BTS Technical Support Center. If support for these products is required your Distributor may offer this service (Please Note If your Distributor provides technical support for these discontinued products, your Distributor may charge for this service).
Updated 4/01/10
10-4
Tier 1
Installation and first-line maintenance supplied by the Dealer or subcontracted to a certified thirdparty. Tier 1 support is defined as: Problem Investigation - Usually completed within 8 hours (or 1 working day). This includes checking hardware, network connections, cables, power, etc., as well as reviewing the system alarms that are contained within the software. System Validation Ensure the PSNA BTS system has the latest software version installed and that all of the original solution components are at their latest software revisions. Solution Validation - Any changes to the network, database, or applications added by the customer should also be taken into account, and these must be isolated and tested for interoperability. Problem Escalation - If the reported problem is not resolved after completing the above checks the Dealer will escalate to PSNA BTS Technical Support (1-888-713-2310) where the call will then be directed to North America Authorized PSNA BTS Distributor from where you purchased the equipment for 2nd level technical support. Escalations to Tier 2 should happen within 16 hours (or 2 working days) of the problem being reported by the customer. Escalation Details all escalated problems must include the following details: Complete description of the problem Equipment hardware and software details Symptoms being experienced Actions taken to resolve Current customer / problem status
Tier 2
Office or remote based (not usually field-based) expert technical product support. This includes expertise in the PSNA BTS products and the networked environment, such as VoIP and converged voice and data. Tier 2 is usually supplied by a North America Authorized PSNA BTS Distributor. It is the responsibility of the Panasonic Authorized Tier 2 Distributor to support Dealers or their authorized third party agents, to resolve customer issues. Tier 2 support is defined as: Logging Problem Tickets - All faults reported to Tier 2 must be logged and allocated a unique and traceable reference number. Problem Investigation - Tier 2 will ensure that the Dealer or certified third party agent has taken appropriate Tier 1 support activities prior to accepting the escalated problem. The Distributor will refer to the PSNA BTS Technical documentation (bulletins, release notes, user manuals etc) via the PSNA BTS web-site http://BTSDealer.com, for any suggested fixes which should be communicated to the Dealer. Problem Emulation - Where possible, tier 2 will attempt to recreate the reported problem in their test lab, testing suggested solutions prior to submitting to the Dealer or certified service agent.
Updated 4/01/10
10-5
Problem Escalation - Any reported problem that cannot be resolved must be escalated to Panasonic Tier 3 Support. Escalation to PSNA BTS Tier 3 should be completed within one working day.
Tier 3
PSNA BTS Tier 3 remote based technical support provides specialist technical support and advice via telephone, email and web-based services (http://BTSDealer.com). This includes specialist PSNA BTS product knowledge and the working environment in which they are used. Tier 3 technical support includes all aspects of post-sales technical support, but does not encompass pre-sales support. Tier 3 may consider escalations where diagnosing the problem is proving difficult or the customer is in serious crisis. A Tier 3 specialist may visit the problem site in person. At this point all reported problems will have a Critical or Limited impact severity level and will receive the appropriate response times. Tier 3 is able to resolve technical issues that are NOT related to product defects.
Engineering
When Tier 3 have either replicated an issue or has taken commercially reasonable efforts to do so, and it cannot be fixed through a change to the configuration, this problem will then be escalated to the PSNA BTS engineering team. The engineering team has the responsibility for all product related field issues and will allocate resource to identify the problem, produce a resolution and work with Tier 3 support group to put a fix into the field.
Updated 4/01/10
10-6
Technical Support Process Flow
Call Logging
Authorized PSNA BTS Distributors escalate the reported problem in the Tier 3 call tracking system. 9am8pm (EST) Eastern Standard Time
United States
1-888-713-2310
BTSDealer.com
NOTE: PSNA BTS Technical Support is closed on the public holidays listed below: New Years Day Martin Luther Kink Jr. Birthday Presidents Day Memorial Day Independence Day Labor Day Columbus Day National Election Day Thanksgiving Day Day after Thanksgiving Day Christmas Eve Christmas Day New Years Eve
Updated 4/01/10
10-7
Escalation Information Required by PSNA BTS Tier 3 Technical Support

In order for the BTS Tier III Support Team engineers to provide an efficient response to an escalated issue, the issue MUST be logged in the Tier 3 call logging system. ONE TICKET for ONE ISSUE. Product specific escalation information The information that accompanies an escalation can be broken down into two categories: (a) Essential (b) Useful (a) Essential Escalation Information This information MUST accompany each escalation to the PSNA BTS Tier3 Technical Support team. Without this essential information the call will not be investigated but passed back to the Distributor or Dealer to provide the relevant information.
Reported Problem Information

Dealer Name Distributor Name Customer Site Name Address Problem Description Technical Contact Information System Hardware Information, including Serial Numbers System Software revisions For Impact Critical problems details of the Customer contact details
Escalation Severity
The severity of the reported problem is based on a mix of Urgency and Impact as documented in the tables below: Urgency Descriptions Enhancement request Feature Operation Question Programming Question Errors that Impede remote access support or serviceability Features not working as per Panasonic Documentation Any Escalated Issue not classified Impact Critical IP networking Issue Major business process affected; no work around available Complete PSNA BTS System Failure Business Critical Equipment is out of service Emergency Services affected
Updated 4/01/10
10-8
Impact Descriptions Little or no impact on users Work around available 5% or less non critical User affected Minor impact to Users 6 to 25% of non critical users affected Major Impact to users 50% or more non critical users affected Auto Attendant Down Major impact to users Main Call taker affected such as receptionist or operator
System Information Reference to the product type, e.g., TDA50, 100, 200, TDE100, 200, NCP 500, NCP 1000, TVA50, 200, NCV, IP-PT, Communications Assistant, Outlook Toolbar, etc. Details about what has been tried so far to reproduce or solve the issue. This must include everything the Distributor, Dealer and customer has tried to fix or isolate the reported problem. If a problem relates to interconnectivity, whether to another Panasonic Branded product or 3rd Party device, then a network diagram MUST be provided. The diagram should provide details of all PC/PBX/Router IP addresses and IP routes configured, Bandwidth available on links, details of any 3rd Party equipment i.e. Switches/Routers make and software levels etc. IP Telephony requires a customer network with bandwidth, delay and jitter characteristics that support the applications requirements. When Distributors or Dealers sell Panasonic IP/SIP products onto a customers network, Panasonic requires that a suitable VoIP readiness network assessment be performed. Problems that are escalated to Panasonic need to be accompanied with sufficient information to rule out the underlying network as the source of failures. A report from the PSNA BTS Integrated VoIP tool which is included in the UPMC Software is acceptable as a minimum.
Useful Escalation Information

PSNA BTS Tier 3 require this information if requested to reproduce the escalated problem. If possible, it should accompany the escalation with the essential information. Any other information that could be relevant to the issue, or believed could help resolve this problem. Does the customer have any other outstanding problems? If so, please provide the ticket numbers. Past history of customer what other problems have been encountered?
Note: Under certain circumstances it may not be physically possible to provide all the Essential Information requested before the case is escalated to PSNA BTS Tier 3. However every attempt should be made by the Distributor, Dealer to provide this information as soon as possible.
Updated 4/01/10
10-9
Case Closure Principles for PSNA BTS Tier 3

When PSNA BTS Tier 3 has advised the Distributor or Dealer of a resolution and this has been accepted as satisfactory the case will be resolved on the tier 3 ticketing system. A workaround may be included as a resolution. After a 5 day period has elapsed with the case marked as resolved, or without the problem being escalated, the ticket will be marked as closed and a confirmation email will be sent to the email address provided in the call logging system. NOTE: If a Distributor or Dealer requests a case to remain open while the customer becomes confident in a resolution then a timescale will be agreed and the case put into a resolved but NOT closed state for the duration.
Escalation Management and Communication

PSNA BTS Tier 3 Escalation Update to Distributors / Dealers
PSNA BTS Tier 3 is responsible for keeping the Distributor or Dealer updated on its progress. When the Distributor or Dealer has been advised of a resolution in future software or hardware build and a timescale for its release, the escalation requires agreeable periodic updates at technical or business reviews between Tier 3 and the Distributor or Dealer concerned.
PSNA BTS Tier 3 Case Update to End Users

Under certain circumstances it may be necessary for the Tier 3 specialist to contact the end user to discuss specific information relating to the escalation. A Distributor or Dealer may request for the PSNA BTS Tier 3 team to contact the end-user to provide clarity to a customer about Panasonics technical support activities for an ongoing escalation. All escalations requiring this type of engagement or commitment from Tier 3 will be referred to a Panasonic manager for approval.
PSNA BTS Tier 3 Customer Site Visits

During the course of investigations Tier 3 may decide critical information relating to an escalation is not accessible through the normal telephone and web portal support channel or by remote access to the system on site. In these cases the Tier 3 specialist may request to visit the customers site in person. If this is necessary the Distributor and/or Dealer will be requested to make suitable arrangements for the PSNA BTS Tier 3 specialist access to the customer premises and the system. In all cases the Dealer or their PSNA BTS certified service technician should be present. These activities will be summarized in writing by Panasonic Tier 3 and communicated to all relevant parties.
Updated 4/01/10
10-10
Direct Calls from End Users

If an End User or Dealer makes contact with PSNA BTS Tier 3 to report a problem, they will be provided with a description of the correct fault reporting process. Their details will be recorded in the Tier 3 call logging system, and passed to a PSNA BTS Tier 3 manager if there is a need for any follow-up action. Under no circumstances should End Users be directed by Distributors or Dealers outside of documented escalation procedures.
Escalations Review
The severity of the escalation will determine priorities in the support process. PSNA BTS Tier 3 technical support has a review process to minimize the duration of open escalations. It is essential that Distributors and Dealers close as many cases through the use of PSNA BTS documentation and BTSDealer.com web-site information without the need to engage PSNA BTS Technical Support. Providing PSNA BTS Tier 3 the time to focus on genuine product issues.
Management Escalation Points for PSNA BTS Tier 3

In the event that a Distributor or their Dealer feels that the normal operating procedures are not satisfactory, then this should be highlighted to the PSNA BTS Tier 3 support management team. The contact details in the chart below show the escalation path. Group Technical Support Name Michael Aragona Telephone 1+ 201 392 6054 Email aragonam@us.panasonic.com
Dealer Services
Stephen Robinson
1+ 201 392 6054
robinsonste@us.panasonic.com
Sales
Rick Elliott
1+ 551 482 3383
elliottri@us.panasonic.com
PSNA BTS Technical Escalation Tickets

Always ensure that the escalation ticket number is available when contacting one of the management escalation points.
Helpful Websites BTSDealer.com
Updated 4/01/10
10-11
PDNA BTS Product Specific Escalation Information

Essential Information
A copy of the configuration that was running on the Panasonic System at the time the problem occurred. If the system is a component of a multi site network then configurations from each site should be obtained. The version of any PC programming tool applications used to create or amend the Panasonic system configuration that is used. If the site has DECT telephones, the version of PSNA BTS DECT s/w running and base station versions should be provided. An internal to real time trace taken when the problem occurs. Unless otherwise advised, the trace MUST have all the default options enabled.
PSNA BTS Voice over IP (VoIP) & Network Issues

Essential Information Take the following points into consideration when escalating cases that are VoIP or network related. Even if the customer has a single Panasonic IP product details relating to the customers network infrastructure MUST be provided. This must include: Up to date, accurate Network Topology Diagram, covering all sites involved. Connectivity Information, i.e. size of links, type of links (SIP, PPP, Frame relay, VPN etc). IP Address format information, IP Address and masks of main switches and routers and other relevant network equipment. A copy of the PSNA BTS Integrated VoIP tool report. Information relating to 3rd party routers or switches. Make & Model number. QoS Capabilities i.e. Layer 2 VLAN or Layer 3 Diffserv etc. Other relevant capabilities (bandwidth, managed/unmanaged, etc). Are IP hard phones or soft phones are in use? Make & Model number of the IP phones. Number of phones in use. Version number of phone &/or software/firmware. Configuration type, i.e. DHCP or Static IP addresses A typical configuration and phone settings. A Network sniffer trace/s covering problematic area. Real time and internal trace file(s) with the correct trace options enabled. If unsure of what options to enable please refer to BTSDealer.com (Technical Support area) for details.
NOTE: If you do not have a licensed Network Sniffer Application then you can use a freeware Sniffer. The Wire Shark application is one example and is freely available for download. NOTE: If you have a switched network, you will need to either setup port mirroring on your network switch/s or introduce a temporary HUB between the two points to capture traffic.
Updated 4/01/10
10-12
Panasonic Voicemail or Auto Attendant Related Issues Essential Information

Steps that MUST be taken into consideration when escalating problems that are Voicemail or Auto Attended related. Information regarding the Voicemail Installation, which should include: Which variant of Voicemail is being used? e.g. TVA 50, 200 or NCV. What version of the Voicemail system is installed? Is the Voicemail system running as a voicemail and/or auto attendant? Is the Voicemail on a Local Area Network (LAN) Connectivity Information, i.e. type of links (SIP, PPP, Frame relay, VPN etc), IP address format information, IP Address and masks of main switches and routers and other relevant network equipment. Internal system trace. System Program file.
Panasonic User Application related Issues

Essential Information Steps that MUST be taken into consideration when escalating cases that are related to any PSNA BTS user applications. Information regarding the PC that the application resides on, which should include: Overview of system specification hardware and software versions including service packs (CPU, memory installed, etc.) The software version of the application installed. If the PC operating system generates an error please include a screen shoot of the error.
Updated 4/01/10
10-13
PSNA BTS CTI (TAPI) Issues

Essential Information Steps that MUST be taken into consideration when escalating cases that are related to PSNA BTS CTI applications: The software level of PSNA BTS system hardware and software versions Useful Information Here is the Information regarding the PC that is running the CTI application. Example: The software level of PSNA BTS system hardware and software versions. What anti-virus software is running? When was the last Operating System Service Pack Applied? What other Applications are the customers running?
Alarms and Traces for Panasonic PBX Systems

Alarms and traces can be collected and will be required according to PSNA BTS Tier 3 support. This data can be collected under the Utility command of the PSNA BTS programming tool (see below).
Updated 4/01/10
10-14
The information presented to the technician will be a combination of real time and historical information.
Updated 4/01/10
10-15
Notes:
Updated 4/01/10
PSNA Business Telephone Standard Warranty
11-1
Section 11
PSNA Business Telephone Standard Warranty

Contents
PSNC BTS Standard Warranty ........................................................ 2
Panasonic System Networks Company of America (BTS) Products Limited Warranty....................................................................................... 2 Limited Warranty Coverage (for USA and Puerto Rico only)............ 2 Category Parts Labor............................................................................... 2 Mail-In Service ........................................................................................... 2 Limited Warranty Limits And Exclusions ................................................. 3 SAFETY INSTALLATION INSTRUCTIONS ..................................................... 4
Updated 4/01/10
11-2
PSNC BTS Standard Warranty

Panasonic System Networks Company of America (BTS) Products Limited Warranty Limited Warranty Coverage (for USA and Puerto Rico only) If your product does not work properly because of a defect in materials or workmanship, Panasonic Consumer Electronics Company (referred to as the warrantor) will, for the length of the period indicated on the chart below, which starts with the date of original purchase ("Limited Warranty period"), at its option either (a) repair your product with new or refurbished parts, or (b) replace it with a new or a refurbished product. The decision to repair or replace will be made by the warrantor. Category Parts Labor During the "Labor" Limited Warranty period there will be no charge for labor. During the "Parts" Limited Warranty period, there will be no charge for parts. You must mail-in your product during the warranty period. This Limited Warranty excludes both parts and labor for batteries, antennas, and cosmetic parts (cabinet). This Limited Warranty only applies to products purchased and serviced in the United States or Puerto Rico. This Limited Warranty is extended only to the original purchaser and only covers product purchased as new. Mail-In Service For assistance in the continental U.S.A. and Puerto Rico in obtaining repairs please ship the product to: Panasonic Service and Technology Company- BTS Center 415 Horizon Drive Bldg. 300 Ste. 350-B Suwanee, GA 30024-3186 When shipping the unit carefully pack and send it prepaid, adequately insured and preferably in the original carton. Include a letter detailing the complaint and provide a daytime phone number where you can be reached. IF REPAIR IS NEEDED DURING THE WARRANTY PERIOD THE PURCHASER WILL BE REQUIRED TO FURNISH A SALES RECEIPT/PROOF OF PURCHASE INDICATING DATE OF PURCHASE, AMOUNT PAID AND PLACE OF PURCHASE. CUSTOMER WILL BE CHARGED FOR THE REPAIR OF ANY UNIT RECEIVED WITHOUT SUCH PROOF OF PURCHASE.
Updated 4/01/10
Service Training
11-3
Limited Warranty Limits And Exclusions This Limited Warranty ONLY COVERS failures due to defects in materials or workmanship, and DOES NOT COVER normal wear and tear or cosmetic damage. The Limited Warranty ALSO DOES NOT COVER damages which occurred in shipment, or failures which are caused by products not supplied by the warrantor, or failures which result from accidents, misuse, abuse, neglect, mishandling, misapplication, alteration, faulty installation, set-up adjustments, misadjustment of consumer controls, improper maintenance, power line surge, lightning damage, modification, introduction of sand, humidity or liquids, or rental use of the product, or service by anyone other than a Factory Service Center, or damage that is attributable to acts of God. THERE ARE NO EXPRESS WARRANTIES EXCEPT AS LISTED UNDER LIMITED WARRANTY COVERAGE". THE WARRANTOR IS NOT LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR ARISING OUT OF ANY BREACH OF THIS LIMITED WARRANTY. (As examples, this excludes damages for lost time, lost calls or messages, cost of having someone remove or re-install an installed unit if applicable, travel to and from the servicer. The items listed are not exclusive, but are for illustration only.) Some states do not allow the exclusion or limitation of incidental or consequential damages, or limitations on how long an implied Limited Warranty lasts, so the exclusions may not apply to you. ALL EXPRESS AND IMPLIED WARRANTIES, INCLUDING THE WARRANTY OF MERCHANTABILITY, ARE LIMITED TO THE PERIOD OF THE LIMITED WARRANTY. This Limited Warranty gives you specific legal rights and you may also have other rights which vary from state to state. If a problem with this product develops during or after the Limited Warranty period, you may contact your dealer or Service Center. If the problem is not handled to your satisfaction, then write to the warrantor's Consumer Affairs Department at the addresses listed for the warrantor. To obtain Product Information and locate your nearest Dealer or Service Center, purchase Parts and Accessories, or make Customer Service and Literature requests visit our Web Site at: http://www.panasonic.com/help or, contact us via the web at: http://www.panasonic.com/contactinfo You may also contact us directly to locate your nearest Dealer at: 1-800-211-PANA (7262), Monday-Friday 9 am-9 pm; Saturday-Sunday 10 am-7 pm, EST. For hearing or speech impaired TTY users, TTY: 1-877-833-8855
Updated 4/01/10
11-4
PARTS AND SERVICE, WHICH ARE NOT COVERED BY THIS LIMITED WARRANTY, ARE YOUR RESPONSIBILITY. Customer Services Directory (United States and Puerto Rico) Panasonic Service and Technology Company - BTS Center 415 Horizon Drive Bldg. 300 Ste. 350-B Suwanee, GA 30024-3186 PRODUCT REPAIRS (United States and Puerto Rico) Purchase Parts, Accessories and Instruction Books online for all Panasonic Products by visiting our Web Site at: http://www.pstc.panasonic.com or send your request by E-mail to: npcparts@us.panasonic.com You may also contact us directly at: 1-800-332-5368 (Phone) 1-800-237-9080 (Fax Only) (Monday Friday 9 am to 9 pm, EST.) Panasonic Service and Technology Company 20421 84th Avenue South, Kent, WA 98032 (We Accept Visa, MasterCard, Discover Card, American Express, and Personal Checks) For hearing or speech impaired TTY users, TTY: 1-866-605-1277 Accessory Purchases (United States and Puerto Rico) SAFETY INSTALLATION INSTRUCTIONS When installing telephone wiring, basic safety precautions should always be followed to reduce the risk of fire, electric shock and injury to persons, including the following: 1. Never install telephone wiring during a lightning storm. 2. Never install telephone jacks in wet locations unless the jack is specifically designed for wet locations. 3. Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. 4. Use caution when installing or modifying telephone lines.
Updated 4/01/10

PSNA 2010 Service Information Guide 4-1-2010

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

PSNA 2010 Service Information Guide 4-1-2010

Hochgeladen von

Copyright:

Verfügbare Formate

Panasonic

System Networks Company of America

Service Information Guide 2010

SIG 2010 Version 5.2

SIG 2010 Version 5.2

Technical Support Hotline ............................................................... 5

Network Support Group................................................................... 7

PSNA Service Contacts ................................................................... 9

Miscellaneous Numbers and Addresses........................................ 9 Distributor/Dealer DOA/Return Authorization ............................. 11

SIG 2010 - Version 5.2

Service Information Guide

About This Service Information Guide

SIG 2010 - Version 5.2

Who is PSNA Service?

SIG 2010 - Version 5.2

Service Information Guide

Field Service Support

SIG 2010 - Version 5.2

Technical Support Hotline

Before Calling the Hotline

SIG 2010 - Version 5.2

Service Information Guide

2 Network Technical Support 3 Service Training Registrar 4 TechLink Assistance

SIG 2010 - Version 5.2

Network Support Group

SIG 2010 - Version 5.2

Service Information Guide

SIG 2010 - Version 5.2

PSNA Service Contacts

1-888-677-4888 1-423-892-1760 1-800-729-8320 x605 1-562-921-2256 X605

Miscellaneous Numbers and Addresses

Service Information Guide

SIG 2010 - Version 5.2

Distributor/Dealer DOA/Return Authorization

SIG 2010 - Version 5.2

Service Information Guide

SIG 2010 - Version 5.2

SIG 2010 - Version 5.2

Service Information Guide

SIG 2010 - Version 5.2

SIG 2010 Version 5.2

Service Information Guide

Authorized Dealer Responsibilities

SIG 2010 Version 5.2

SIG 2010 Version 5.2

Service Information Guide

Authorized Resellers Responsibilities

SIG 2010 Version 5.2

Alterations to PSNA Products

SIG 2010 Version 5.2

Service Information Guide

SIG 2010 Version 5.2

SIG 2010 Version 5.2

Service Information Guide

SIG 2010 Version 5.2

SIG 2010 Version 5.2

Service Information Guide

Parts & Service Literature Request Form

Panasonic Service and Technology Company

Customer Purchase Order #

Zip Code: Part Number

Unless otherwise indicated, will be shipped Ground Service

Estimated Time of Arrival for Back-Orders

PANASONIC USE ONLY Inspected by: __________________ Date: